As a Customer Experience Manager at Clear Title Agency, you play a pivotal role in enhancing customer satisfaction and fostering long-term relationships with real estate agents and customers. Your primary responsibilities include:

Customer Engagement and Communication:

• Utilize Salesforce to track and respond to open orders promptly.
• Initiate contact with NDL’s within 24-48 hours, balancing between phone calls and emails to ensure outreach effectiveness.
• Tailor communication based on Salesforce history and personal insights gained from interactions.
• Conduct personalized conversations, introducing yourself and extending support throughout the escrow process.

Customer Education and Support:

• Educate customers on wire fraud prevention measures and coordinate discussions with Escrow Officers.
• Facilitate signing appointments, emphasizing the importance of personal attendance over mobile notaries.
• Provide personalized assistance during transactions, drawing from your background as an Escrow Officer to address customer inquiries effectively.

Marketing and Sales Support:

• Provide a framework around how sales roles interact with marketing.

Proactive Customer Outreach:

• Identify opportunities for additional customer engagement beyond standard procedures.
• Reach out to customers for post-closing matters.
• Utilize soft skills and industry knowledge to foster positive relationships and encourage repeat business.

Performance Tracking and Relationship Building:

• Maintain monthly records of top-performing agents and engage with them periodically to assess needs and offer support.
• Acknowledge directing customer’s performance with personalized gestures like thank-you cards or compliments.
• Actively contribute to evolving strategies and processes based on customer feedback and industry trends.