[Hiring] Team Services Analyst @eXp World Holdings, Inc.

Role Description

A Team Services Analyst creates, maintains and assists with dissolving teams in the US Realty division for existing agents and teams. The Analyst will manage Discovery Calls, team leader documentation, keep accurate team records, update agent payplans, and coordinate with the team leader and team members for creation or conversion of team type through the lifecycle of the team. Analysts support the teams in their assigned regions.

• Communication:
  • Monitor and follow up in Workplace Chat for team transitions or maintenance requests
  • Monitor and follow up on all Emails in Gmail
  • Monitor and follow up on texts, voicemails and calls
• Team Management:
  • Work with existing teams to ensure their success at eXp Realty and Commercial
  • Lead the Discovery Call with the Team Leader to discuss eXp team structures, team requirements, and essential information needed for creating teams
  • Develop a detailed timeline and transition plan, overseeing the creation of new teams or conversion of teams to another team type
  • Regularly perform follow-up check-ins with leads through calls or emails to establish a preferred contact frequency
  • Coordinate and participate in planning & logistics meetings beyond Discovery Calls with the broker and other departments as needed
  • Perform annual reviews on teams that need to requalify, and hold annual review calls with Team Leaders
• Document Management:
  • Send and collect signatures on team documents
  • Update Hubspot tickets with accurate team status
• Support:
  • Offer resources to team leaders and members as needed
  • Utilize emails, text, and phone to provide excellent support to agents
  • Utilize eXp World for training and agent support
• Meetings/Training:
  • Attend Team Training Sessions Weekly
  • Complete assigned training in a timely manner by the due dates given
  • Learn and develop good communication skills
  • Other duties as assigned
  • Reviews and audits of teams
  • Other projects as needed

Qualifications

• Agile/Flexible attitude
• Strong attention to detail required
• Excellent customer service abilities: written and verbal communication must be superb
• Excellent critical thinking and problem solving skills
• Team player - able to complete individual tasks as well as work on a team to accomplish a goal
• Experience in the real estate industry strongly preferred
• Excellent communication skills both written and verbal
• Experience in coordinating events and group activities
• Conflict resolution and active listening: ability to assess a customer's need or concerns and deliver solutions using critical and creative thinking
• Proficient knowledge of G Suite required; Microsoft Office experience is a bonus
• Remote Work experience required
• Dedicated home-office/work space
• Advanced Trello experience preferred
• Aptitude for using online platforms and softwares to work remotely

Requirements

• High school diploma required or equivalent years of applicable experience
• 0-2 years experience
• Associate's degree preferred
• Demonstrated ability to provide excellent customer service including conflict resolution required
• Experience in Google Suite, Hubspot, task management software, Dropbox sign, Trello preferred

Benefits

• Work from Anywhere
• Paid Time Off
• 401k with 4% match (immediate vesting)
• Robust Medical, Dental, & Vision benefits
• Company provided equipment
• Monthly Technology Stipend
• FSA & HSA with employer contributions
• Health & Wellness incentives
• 100% Paid Parental Leave

EEO Statement

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.