Customer Service Manager

Description

Job Summary: We are seeking a detail-oriented, people-focused professional to manage customer relationships and execute marketing strategies, with a clear path for advancement or specialization. Key Highlights: 1. Combined role with potential for growth and specialization. 2. Focus on customer relationship management and marketing. 3. Opportunity to work in a structured and proactive environment. We are looking for a detail-oriented, people-focused professional to join the Southern Property Shop team as our Customer Service Manager and Marketing Assistant. This is a combined role, designed to grow alongside the business. Currently, one person handles both aspects of this position: managing customer relationships throughout the entire listing and transaction process, and executing marketing strategies for listings via our GoHighLevel (GHL) platform. As SPS grows and reaches 15–20 active listings, this role will split into two dedicated positions — Customer Service Manager (CSM) and Marketing Assistant — offering the ideal candidate a clear path for advancement or specialization. If you take pride in honoring your commitments, communicate proactively, and thrive in a structured environment with clear expectations, this position was created for you. 1\. Customer Relationship Management * Call every active seller weekly — without exception — to provide updates and maintain trust throughout the listing process. * Call agents who conducted showings the day after each showing to gather feedback, relay it to the Outside Sales Agent (OSA) and the seller, and log it in both GHL and Broker Bay. * Conduct periodic follow-up calls with active buyers to support the Outside Sales Agent (OSA) and ensure the buyer experience unfolds as planned. * Request 5-star reviews from satisfied customers using our pre-drafted review emails, with direct links to Google and other platforms. * Log every call, note, and outcome within the GHL opportunity record; if it’s not logged, it didn’t happen. 2\. Listing Preparation and MLS Entry * Compile complete listing document packages for wholesale deals, extracting data from GHL and public records via the MLS. * Prepare all required disclosures and agreements, state-specific for Tennessee and Georgia listings. * Enter all new listings into GCAR (gcr.flexmls.com) and GAMLS as drafts for review by the OSA or owner prior to official publication. * Upload photos in the correct order and confirm that all mandatory MLS fields are completed before submitting the listing for review. * Unbreakable rule: no listing is published to the MLS without OSA or owner approval, and no document is sent to a seller without prior OSA review. 3\. Listing Marketing via GHL * Execute all listing marketing actions through GHL’s "Social Planner" within 24–48 hours after a listing transitions to "Active" status. * Draft and schedule posts for SPS’s business Facebook page and Google Business Profile for each new listing. * Set up and manage Facebook ads through GHL using SPS’s business page (advertising budget requires owner approval before launch). * Create and send targeted listing emails to SPS’s buyer database via GHL within 24 hours after a listing transitions to "Active" status. * Monitor post engagement, ad performance, and email open/click rates, and report results every Monday. 4\. Wholesale Reporting and Operations Coordination * Deliver two reports to the owner each Monday morning: the "Wholesale Deal Status Report", covering all wholesale properties by stage, and the "Critical Mass Report", identifying retail listings and buyers who have crossed established intervention thresholds. * Coordinate cleaning and clearing tasks, seller communication, and logistics for preparing wholesale properties — from acquisition through to completion of the "ready-for-photos" stage. * Oversee wholesale transactions once the contract is signed, coordinate with transaction managers, and immediately escalate to the owner any issue threatening the deal. Salary: $13,850.00 – $17,230.00 per month Work Location: Remote