Experience Inc. Jobs

About Baird & Warner Real Estate

Over the last decade, Baird & Warner was named a Chicago Tribune Top Workplace ten times in a row. But we didn’t get there by accident — behind every great company is a culture created by the professionals who work there. Throughout our rich history, one thing has remained true: we believe that when you give people the support they need, amazing things can happen. That’s why at Baird & Warner we empower you to be independent, to grow in your career, to do the right thing by your colleagues and your community, and to have a true work/life balance. We truly care about making our team feel part of something bigger by sharing a single purpose — making it easier for homebuyers and sellers to realize their real estate dreams.

Job Summary:

The Escrow Team Lead and CX manager aligns with stakeholder teams across the business and brands, including sales and operations, to deliver a consistent experience to clients and customers in an effort to create superior interactions that engage our clients and create memorable moments unlike any other in the title industry.

Key Responsibilities:

Escrow Team Lead

· Responsible for the escrow team performance.

· Monthly 10X10 (one on one) meetings with closing staff.

· Ensure our scheduling department has enough bandwidth to accommodate all requests.

· Close files during peak days.

· Support VP Escrow Operations Manager

Customer Experience Manager

· Own the maintenance of the NPS. (Net Promoter Score)

· Review and respond to daily testimonials from clients.

· Review key touch points to evaluate importance to customers and adjust accordingly

· Develop ongoing action plans and drive continuous improvement across the customer's experience with various touchpoints.

· Collaborate with all departments to ensure the customer expectation is met & exceeded during all points of contact for both internal and external customers

· Define and implement standards/procedures for ensuring optimal customer experience

Requirements:

· Bachelor's degree or experience equivalent

· 5+ years escrow closing experience

· 5+ years of experience in Customer Experience

· Strong analytical skills with the ability to analyze ambiguous and complex closing issues

· Ability to collaborate and influence decision makers

· Exceptional verbal, written and presentation communication skills

· Customer-focused, adaptable, and a natural problem solver

· Strong organizational and interpersonal skills

· Experience in training

· Ability to prioritize, coordinate, and multitask

· Experience in managing survey programs, especially Net Promoter Score, is a plus

Benefits:

Medical, dental, PTO, VTO