Customer Service Manager

Client Experience Manager (Real Estate Operations)RP Home Group w/ Keller Williams First Coast Realty | Northeast Florida (In-Office)Full-TimeRP Home Group is a growing real estate team based in Northeast Florida focused on delivering a high-level, consistent client experience while contributing to the growth and prosperity of our local communities.We are building a business centered on strong systems, clear communication, and a standard of service that goes beyond the typical real estate transaction.We are seeking a highly organized, proactive Client Experience Manager to own and elevate the client journey from signed agreement through closing.This role serves as the primary point of contact for clients and is responsible for ensuring every transaction is handled with clarity, organization, and professionalism. You will work closely with our agents and a backend Transaction Coordinator to ensure timelines are met, communication is consistent, and clients feel supported every step of the way.This is not a traditional administrative role. This position requires ownership, attention to detail, and a strong service mindset.Key ResponsibilitiesClient ExperienceServe as the main point of contact for clients from agreement to closingProvide proactive communication so clients always know what’s happening and what’s nextAnticipate needs and resolve issues before they escalateDeliver a consistent, high-level client experience throughout the transactionTransaction Coordination (Front-Facing)Manage timelines from listing to contract to closingCoordinate vendors, inspections, and key milestonesEnsure all parties are aligned and informed throughout the processWork with the Transaction Coordinator to ensure accuracy and complianceAgent SupportSupport a team of 4 agents across approximately 5–10 transactions per monthKeep agents organized, informed, and ahead of deadlinesReduce operational friction so agents can focus on revenue-generating activitiesSystems & Process ImprovementFollow and improve existing workflows and checklistsIdentify inefficiencies and contribute to better systems over timeMaintain organization and consistency across all transactionsSuccess Metrics95%+ 5-star client reviewsMinimum of 2 reviews per transactionHigh agent satisfaction and supportSmooth closings with no surprisesIssues handled proactively before escalationCompensation$40,000 – $60,000 base salary (based on experience)Opportunity for performance-based growth and increased responsibilityWork EnvironmentFull-time, in-office position in Northeast FloridaCollaborative team environmentFast-paced with multiple active transactionsTo be considered for this role, please submit your resumeFinal NoteWe are not looking for someone to simply complete tasks.We are looking for someone who takes ownership, anticipates needs, and is committed to delivering a consistently high-level client experience.