Customer Service Manager
Job Description
Job Description
We are looking for a highly organized and proactive Customer Service Manager to oversee and elevate the client experience across the entire customer journey — from new lead to closing and long-term follow-up.
In this role, you will be responsible for managing communication, tracking follow-ups, and ensuring every lead and client is properly nurtured at each stage of the pipeline. From the moment a new inquiry comes in, to active transactions, to maintaining lifelong relationships after closing, you will ensure a seamless, consistent, and high-level experience.
You will manage our CRM systems, monitor smart plans and automations, and hold team members accountable to service and communication standards — making sure no opportunity is missed and no client falls through the cracks.
This is an exciting opportunity to step into a core operational leadership role within a systems-driven company that is redefining real estate through automation, accountability, and world-class service. If you thrive in fast-paced environments, love building and optimizing systems, and take pride in delivering a 5-star experience at every stage, this role offers strong growth potential and the chance to build something truly scalable.
Compensation:
$70,000
Responsibilities:
- Oversee and manage the full client journey from new lead to closing and lifetime follow-up, ensuring a seamless experience at every stage
- Monitor and manage CRM (Lofty) to ensure all leads and clients are properly tracked, assigned, and nurtured through smart plans
- Ensure consistent communication with clients, including updates, check-ins, and follow-ups to maintain a 5-star experience
- Hold agents and team members accountable for following up standards, task completion, and communication timelines
- Identify and resolve gaps in the pipeline to prevent missed opportunities or client drop-off
- Track and report daily performance metrics, including follow-ups, response times, and client engagement
- Continuously improve systems, workflows, and automations to increase efficiency, conversion, and client satisfaction
Qualifications:
- 2+ years of experience in customer service, operations, or real estate (preferred but not required)
- Strong organizational skills with the ability to manage multiple clients, tasks, and deadlines simultaneously
- Excellent communication skills (written and verbal) with a focus on professionalism and clarity
- Experience with CRM systems (Lofty, Follow Up Boss, Salesforce, etc.) or ability to quickly learn new technology
- High level of accountability and ownership — you follow through and get things done without supervision
- Detail-oriented with a systems-driven mindset and ability to identify and fix process gaps
- Comfortable working in a fast-paced, performance-driven environment with clear expectations and metrics
About Company
At the Carol Royse Team, we’re passionate about excellence — in how we serve clients, support our agents, and show up for our community.
Our mission is simple: to help families achieve their real estate goals while empowering our agents to build wealth, freedom, and purpose through proven systems and support.
Our vision is to set the standard for what a modern real estate team can be — where innovation, technology, and heart work together to create life-changing results.
Our values are rooted in service, integrity, teamwork, growth, and giving back. We believe success is best measured by how many people we help and how well we live out our mission every day.
When you join our team, you become part of a culture that’s competitive, supportive, and committed to helping you win — in business and in life.