Sales and Customer Experience Coach

Tricon Residential
United States, California, Tustin
Feb 10, 2025
Tricon Residential is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in 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. We strive to be North America's premier rental housing company. Our business philosophy involves taking care of our team first - empowering them to provide our residents with exceptional service and to positively impact the local communities where we operate. By providing an enhanced living experience, our residents rent for longer periods of time, treat our properties like their own, and share their experience with friends and family. This is how we continue to grow, and it is an approach that has proven to generate positive returns for our stakeholders. For more information, visitTricon Residential. Job Description The 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 thinker Minimum Requirements At least 3 years of experience in formal coaching and leadership in a large, multi-family real estate firm At least 4 years of experience with single or multi-family home leasing and the property management industry 35% travel required Physical 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 Range Placement within this compensation range will be determined by the candidate's knowledge, experience and skills. $77,560.00 - $129,260.00