Operations and Client Relations Manager for Appraisal Office (Remote)

[Zak Penwell]

We are looking for an Operations and Client Relations Manager who can seamlessly integrate strong communication, organizational skills, problem-solving abilities, and team leadership into their daily work.

Role Overview

The Operations and Client Relations Manager bridges the gap between our clients and our team, driving success through exceptional client satisfaction, effective marketing, and efficient operations management. You will be responsible for overseeing the complete order lifecycle, managing client relationships, and fostering a positive company culture. Your efforts in marketing and sales will attract and convert new clients, contributing to our growth and success.

Ideal Candidate Skills and Attributes

Communication - You excel in both verbal and written communication, effortlessly handling client inquiries and team interactions. You’re adept at building and nurturing client relationships, conducting impactful sales calls, and creating engaging content that resonates with your audience. Your ability to manage client relations and coordinate with staff makes you a linchpin in any team setting.

Organization - Your organizational skills are second to none. You thrive on managing daily office operations, ensuring smooth workflows, and maintaining high standards of quality control. Coordinating schedules, handling quotes, and managing communication channels are second nature to you, and you bring a keen eye for detail that ensures nothing slips through the cracks.

Adaptability, Resilience, & Problem-Solving - You have a knack for tackling unexpected challenges with grace and efficiency. Whether it’s resolving issues in order fulfillment, managing client concerns, or streamlining office procedures, you stay calm under pressure and find effective solutions. Your resilience helps you navigate roadblocks and ensure project continuity, while your adaptability allows you to pivot quickly and maintain momentum in the face of adversity.

Leadership - Leading and inspiring teams is where you shine. You have a proven ability to supervise administrative staff, conduct evaluations, and facilitate productive team meetings. Your leadership style fosters a positive work environment, motivating staff across various roles to perform at their best. You hold yourself and your team accountable, ensuring compliance with company policies and maintaining high ethical standards.

Key Responsibilities

Client Satisfaction

• Primary Contact: Serve as the main point of contact for clients, ensuring their inquiries and concerns are addressed swiftly and professionally.
• Order Oversight: Manage the entire order lifecycle, from initial client interaction to final delivery, ensuring timely and accurate completion of all appraisal orders.
• Relationship Building: Cultivate and sustain strong relationships with clients and partners, proactively managing expectations and enhancing customer satisfaction.
• Issue Resolution: Identify and resolve potential issues early, preventing escalation and ensuring smooth project progression.

Marketing and Sales

• Close Warm Incoming Sales Leads (B2C): Handle and close incoming sales calls by providing clear explanations of the appraisal process and addressing any questions potential clients may have to ensure they feel confident about our services.
• Cold Calling for Client Acquisition and Retention (B2B): Proactively reach out to current and potential clients to understand their specific needs and then demonstrating our value and reliability in meeting their appraisal needs.
• Comprehensive Marketing: Conduct research to identify opportunities, then develop and execute marketing strategies that enhance brand visibility and attract new clients.
• Digital Presence: Oversee the management of digital channels, including social media and website content to maximize online presence and engagement.

Team Management

• Team Leadership: Inspire and lead the team, fostering a positive, collaborative work environment that encourages high performance.
• Performance Metrics: Define and monitor key performance indicators (KPIs) for the team, providing regular feedback and support to ensure targets are met.
• Professional Development: Implement training and development programs to enhance team skills, ensuring continuous growth and improvement.

Office and Operations Management

• Operational Workflow: Establish and maintain efficient office policies and procedures that ensure smooth day-to-day operations.
• Technology: Collaborate with IT specialist to ensure that office technology is up-to-date and troubleshoot when necessary
• Performance Reporting: Generate actionable reports on employee KPIs, operational metrics, sales & marketing performance, and order statuses; providing suggestions for continuous improvement.

What We Offer:

• Supportive work environment: Work from home, schedule flexibility, and collaborative team environment.
• Professional Development: Opportunitiues for professional growth.

• Base pay: $17 - $20 per hour, based on experience and qualifications.
• Performance Bonus: Monthly performance bonuses based on company success, offering significant potential for additional earnings.

Note: Performance bonuses are designed to reward contributions to company growth and success, with the opportunity for substantial additional income based on company performance.

Application Instructions

To apply for the Operations and Client Relations Manager role, please email your resume and a cover letter to [email protected]

Cover Letter Instructions

Your cover letter will serve as our first screening tool, and we want to understand how your experiences align with the skills and responsibilities of this position. We are looking for you to showcase your ability to excel in this role by providing specific and detailed examples of your past experiences. In your cover letter, please select one question to answer from each of the following four area of key responsibilities.

Client Satisfaction

• Primary Contact: Describe a time when you were the main point of contact for clients. How did you ensure their inquiries and concerns were addressed swiftly and professionally? What strategies did you use to maintain high levels of client satisfaction?
• Order Oversight: Provide an example of a project or order you managed from start to finish. How did you ensure all aspects were completed on time and to a high standard? What challenges did you face, and how did you overcome them?
• Relationship Building: Share a specific instance where you built and maintained strong relationships with clients or partners. What steps did you take to proactively manage expectations and enhance satisfaction?
• Issue Resolution: Think of a situation where you identified and resolved a potential issue early. How did you prevent it from escalating? What was the outcome, and what did you learn from the experience?

Marketing and Sales

• Convert Leads with Confidence: Describe an occasion when you handled and closed incoming sales leads. How did you explain your services and address client questions? What techniques did you use to ensure clients felt confident in their decision?
• Proactive Client Acquisition: Provide an example of a successful cold calling campaign or outreach effort to acquire and retain business clients. How did you tailor your approach to meet their specific needs?
• Craft Effective Marketing Strategies: Share your experience in developing and executing a marketing strategy that significantly improved brand visibility and attracted new clients. What were the key components of your strategy?
• Maximize Digital Presence: Discuss how you managed digital channels such as social media and website content. What actions did you take to enhance online engagement and presence? What were the results?

Team Management

• Inspire and Lead: Reflect on a time when you led a team to achieve high performance. How did you foster a positive and collaborative work environment? What methods did you use to inspire and motivate your team?
• Track and Achieve Goals: Describe how you set and monitored key performance indicators (KPIs) for your team. How did you provide feedback and support to ensure targets were met?
• Foster Continuous Growth: Share an example of a training or development program you implemented. How did it enhance your team’s skills and contribute to their professional growth?

Office and Operations Management

• Streamline Operations: Provide a specific example of how you established or improved office policies and procedures. What impact did this have on day-to-day operations and overall efficiency?
• Manage Technology Efficiently: Discuss your experience collaborating with IT to manage and troubleshoot office technology. How did you ensure systems were up-to-date and operational issues were swiftly resolved?
• Generate Actionable Reports: Share an instance where you created and utilized reports on various metrics. How did you use these reports to drive continuous improvement and make informed decisions?

We look forward to learning more about you and how you can contribute to our team.

About Precision Valuations

Precision Valuations is a leading real estate appraisal company committed to delivering accurate and timely appraisals throughout Alaska. Our company promise is to empower our clients with the confidence they need to make their real estate decisions by providing them with fast, factual, and fair appraisals.