Sales and Customer Experience Coach
Company: Tricon Residential
Location: Tustin
Posted on: October 23, 2024
Job Description:
Tricon Residential is anownerand operatorofa growing portfolioof
morethan 38,000 single-family rental homes in the U.S.Sun Beltand
multi-familyapartmentsin Canada.Our commitment to enriching the
lives of our employees, residents and local communities underpins
Tricon's culture and business philosophy.We provide high-quality
rental housing options for families across the United States and
Canada through our technology-enabled operating platform and
dedicated on-the-ground operating teams.Our development programs
are also delivering thousands of new rental homes and apartments as
part of our commitment to help solve the housing supply shortage.
At Tricon, we imagine a world where housing unlocks life's
potential. For more information, visit.Job DescriptionThe Sales and
Customer Experience Coach provides ongoing sales and elevated
client experience coaching, feedback, and product knowledge to
ensure high closure rates. Coaching responsibilities include
mentoring new salespeople as well as designing individual and team
training courses, workshops, and educational materials. To be
successful in this role, the Sales and Customer Experience Coach
should have a good understanding of sales techniques and customer
service as well as the ability to motivate employees of varying
levels to help our leasing agents develop their selling and
customer service skill set.Essential Duties and Responsibilities
include the following but are not limited to the job specifications
contained herein. Additional duties or job functions that can be
performed safely may be required as deemed necessary by supervisory
personnel.
- Meet individually with agents/employees and set clear
sales/customer service expectations
- Create an energetic sales environment by designing and
implementing sales contests related to leasing and customer
experience metrics.
- Communicates an elevated client experience and sales focus each
month and celebrates agents when achieved.
- Provides in the moment coaching and immediate feedback for the
agents to strengthen their overall performance after listening to
sales calls or shadowing tours
- Ensures coaching is documented and completed in a fair and
timely manner.
- Must be well-versed in new and existing product knowledge,
client experience expectations, procedures, and policies.
- Designs and hosts innovative sales and customer service
workshops in person and through Zoom.
- Partner with Sales to communicate and keep goals alive
daily/weekly/quarterly through leader boards.
- Identify gaps in performance, productivity and quality for each
agent and writes recommended action plans
- Creates specialized plans for agents needing additional
coaching, and shares documented plans and progress with
leaders.
- Keep senior management informed on all progress of all agents
through verbal and documented reports.
- Develop, monitor, and analyze scoring metrics (including
quality measures) for all calls.
- Must regularly engage sales team members to provide strategic
and customized one on one coaching.
- Leads by example taking calls/tours and having the employee
observe, listen, and learn
- Works closely with sales management for continuous coaching on
what and how to coach all levels of agents.
- Share best practices and provides feedback to management on how
to enhance performance in sales and customer experience, and how
processes and policies can be enhanced to generate improved
results.
- Collaborate with supervisors in writing performance reviews of
Leasing team members.Qualifications
- Possess patience, are influential, and a great
communicator
- Training and/or coaching certifications a plus
- Innovative thinkerMinimum Requirements
- At least 3 years of experience in formal coaching and
leadership preferably in a call center environment
- At least 1 year of experience with single family home leasing
and the property management industry as a whole
- 35% travel requiredPhysical Demands:The physical demands
described here are representative of those that must be met by an
employee to successfully perform the essential functions of this
job, including:
- Frequently required to sit; talk; and hear.
- Occasionally required to stand; walk; use hands to finger,
handle, or feel; reach with hands and arms; and stoop; kneel; or
crouch.
- Occasionally lift and/or move up to 10 pounds.
- Vision abilities required by this job include close vision,
distance vision and depth perception.At Tricon, we are committed to
creating a workplace where every individual is valued for their
unique contributions, experiences, voices, and backgrounds. By
embracing these principles, we aim to positively impact our
business and the communities we serve, creating a lasting legacy
where everyone can thrive.Salary RangePlacement within this
compensation range will be determined by the candidate's knowledge,
experience and skills.$74,930.00 - $124,890.00
Keywords: Tricon Residential, Laguna Beach , Sales and Customer Experience Coach, Sales , Tustin, California
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