Client Relations Manager

Location

Ashburn, VA | United States

Job description

At Van Metre, we believe that each employee contributes directly to our growth, success and culture, and are seeking a candidate who loves to challenge themselves and work with others to fulfill this role. Van Metre is hiring a Client Relations Managerto join and oversee our Help Center team!

Job Description:

The Client Relations Manager at Van Metre Homes will lead and oversee the Help Center team, responsible for managing communication with leads and customers across various channels, including text messages, form submissions, incoming calls, live chats, tickets, listing sites, and social media. This role plays a pivotal part in ensuring a seamless customer experience, coordinating sales appointments, addressing warranty inquiries, and enhancing our online reputation. 

The Client Relations Manager will work closely with the Brand Experience and Customer Care teams, utilizing Van Metre’s Customer Relationship Management (CRM) system and Van Metre Life platform to streamline processes and drive improvements in client relations. This position will be evaluated based on team performance, KPIs, and the ability to improve customer satisfaction. Our work environment follows a hybrid home/office model with one day in office per week for training. Our operating hours are from 8AM to 5PM, seven days a week, including daily huddles.

Key Responsibilities:

• Lead and manage the Help Center team, providing guidance, support, and training to ensure they effectively handle client communications and meet performance targets.
• Oversee communication from leads and customers through various channels, ensuring prompt and professional responses.
• Collaborate with the team to create and update contacts and deals in our Customer Relationship Management (CRM) system, book sales appointments, and log all communication for optimal customer relationship management.
• Coordinate and assist in responding to warranty inquiries through Van Metre Life, ensuring a high level of customer satisfaction.
• Monitor and manage online reviews and direct messages on social media platforms to maintain a positive online reputation.
• Analyze team performance and KPIs, including customer effort score, answer rates, ticket response times, ticket completion times, and ticket totals over time.
• Identify opportunities to improve the customer experience, reduce ticket totals over time, and streamline communication processes.
• Collaborate with cross-departmental teams to develop new processes that streamline internal communication, improve compliance, enhance the customer experience, and reduce ticket totals over time.
• Stay updated on industry trends and best practices to enhance client relations and customer support within the Help Center.

Qualifications:

• Bachelor's degree in marketing, communication, business, or a related field.
• 5-7 years of experience in client relations, customer service, or a related role, including team management experience.
• Familiarity with new construction and real estate.
• Strong leadership and communication skills.
• Proficiency in CRM systems, particularly HubSpot, is preferred.
• Experience with social media management and online reputation is a plus.
• Excellent problem-solving skills and the ability to make data-driven decisions.

Traits:

• Strategic thinker and business-minded.
• Exceptional leadership and team-building skills.
• Detail-oriented and results-driven.
• Customer-focused and committed to delivering outstanding service.
• Adaptable and open-minded.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Collaborative and able to work cross-functionally.

Our work environment follows a hybrid home/office model with one day in office per week for training. Our operating hours are from 8AM to 5PM, seven days a week, including daily huddles.

Van Metre Companies has been named a Top Workplace by the Washington Post for seven consecutive years! We have received the Washington Business Journal’s Best Places to Work Award for the last six years, and have received their Corporate Philanthropy Award for the last nine years in a row!!!

We offer excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program.  We encourage employees to make full use of vacation and company paid volunteer time to refresh their bodies and minds.

Van Metre Mission Statement

The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company’s founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company’s emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services. It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the “Van Metre” signature an icon for elegant residential communities, and industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments.

Job tags

Salary