Customer Service Representative

Job Description

Job Description

WHO WE ARE

Ferry International is the #1 real estate coaching company in the world. We help real estate professionals build stronger businesses, create better lives, and achieve measurable results through coaching, training, technology, and community.

Behind every successful coaching relationship is the right match between client and coach. Our Coaching Services team plays a critical role in making those connections happen.

THE ROLE

We’re looking for a Client Placement Specialist who understands that the right coach can make all the difference.

You’ll use a combination of client assessments, notes, stated needs, follow up conversations, and your knowledge of our coaches’ skills and strengths to connect clients with the coach who is best positioned to help them succeed.

This role goes beyond simply making a match. You’ll manage placement and transfer requests, maintain our Coach Availability Log, identify trends, and continuously develop your understanding of what makes a successful client and coach relationship.

You’ll also have the opportunity to spend approximately 5% of your time testing approved ideas and approaches designed to improve the matching process.

WHAT YOU’LL DOMatch Clients with the Right Coach

Use your understanding of client needs, goals, assessments, and preferences to make thoughtful and successful client to coach matches.

Learn and understand the strengths, skills, experience, and coaching styles of our coaches so you can make informed recommendations.

Use tools such as DISC, CrystalKnows, and other assessment resources when appropriate to support the matching process.

Follow up with clients when additional information is needed to make the right placement decision.

Manage Placements & Transfers

Handle client placement and coach transfer requests in a timely and professional manner.

On occasion, coordinate and schedule interviews between clients and potential coaches.

Use information learned through transfer requests to continuously improve your understanding of successful client and coach matches.

Look for patterns in transfers and use those insights to become more effective at future placements.

Own Coach Availability

Serve as the primary point of contact for the Coach Availability Log.

Maintain accurate coach availability information and ensure the log is updated daily.

Work with internal teams to ensure coach availability information is current and reliable.

Identify Trends & Improve the Process

Monitor placement and transfer activity to identify positive and negative trends within the matching process.

Communicate relevant trends and observations to Coach Mentors and the VP of Coaching Services, including trends associated with specific coaches.

Contribute ideas and recommendations that can improve the client placement experience.

Spend approximately 5% of your time, with approval, testing new approaches and ideas designed to improve the matching process.

Workplace Expectations

Maintain compliance with company policies, practices, and procedures.

Participate in proactive efforts to achieve departmental and company goals.

Work effectively and communicate clearly with other employees.

Handle changing deadlines and priorities.

Review work for accuracy, completeness, and proper authority.

Other duties as assigned.

WHO YOU ARE

You’re someone who genuinely enjoys figuring people out.

You’re curious about what makes people successful, attentive to details others might overlook, and comfortable gathering information from multiple sources before making a recommendation.

You understand that successful matching requires more than simply checking boxes. You can listen carefully, identify needs, recognize patterns, and connect those insights to the right solution.

You’re organized and dependable, but you’re also comfortable working independently and using good judgment when the answer isn’t immediately obvious.

You’re a strong collaborator who knows how to communicate observations, ask the right questions, and work with others to get the best outcome for the client.

Most importantly, you care about creating successful relationships and are motivated by the opportunity to continuously improve how we connect clients with coaches.

REQUIREMENTS

Bachelor’s degree or a minimum of three years of relevant experience and/or training, or an equivalent combination of education and experience.

Strong attention to detail and excellent follow up skills.

Ability to collaborate effectively with others to achieve desired results.

Ability to manage, organize, and update relevant information using Salesforce and other company systems.

Strong organizational skills with the ability to manage multiple priorities and deadlines.

Ability to exercise sound judgment and work independently.

Strong written and verbal communication skills.

Strong working knowledge of Microsoft Office, including intermediate to advanced Excel skills.

Experience with Salesforce or another CRM system is a plus.

PERKS & CULTURE

You’ll be part of a team that directly influences the client experience and helps create the coaching relationships that drive meaningful results.

At Ferry International, we live by four values:

Collaborate
We’re stronger as a team than we are as individual stars.

Serve
We put our clients and each other first.

Grow
We bring a growth mindset to our work, our careers, and the business.

Take Ownership
See it through. Finish line and all.

This is an opportunity to join a team where your judgment, curiosity, and ability to understand people can directly impact the success of our clients and coaches.

WORK ENVIRONMENT

This is a business casual office environment that is well lit, heated and air conditioned with adequate ventilation. The office environment can be energetic and boisterous.

TRAVEL

Hardly ever. May be required to travel overnight by car or air to support various company events, sometimes working in excess of eight hours per day.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

TOM FERRY IS AN EEO EMPLOYER.
TOM FERRY PARTICIPATES E-VERIFY.
All offers are contingent upon receiving acceptable results from a pre-employment background check.