THG Real Estate is seeking a highly motivated and results-driven Client Care Manager (CCM) to join our dynamic team. The CCM plays a critical role in managing inbound and outbound leads, prospecting potential buyers and sellers, and setting high-quality appointments for our agent team members. This role requires an individual who is personable yet relentless in execution, thrives in a fast-paced environment, and has a passion for converting leads into business opportunities. The ideal candidate is a skilled communicator, competitive, tech-savvy, and highly organized. They must be comfortable spending most of their workday on the phone, actively engaging with leads across multiple new construction, development projects, and resale listings. The CCM will also be responsible for managing cross-functional software systems to ensure our central CRM platform is consistently updated with accurate and timely data. Compensation: • Base Salary $35,000 + commission and bonuses • Paid Time Off • Health Benefits • Bonus Opportunities Responsibilities: Client Engagement & Relationship Management • Serve as the primary point of contact for clients, ensuring an exceptional customer experience from initial inquiry through post-transaction follow-up. • Proactively call, text, and email clients to provide updates, answer questions, and address concerns in a timely manner. • Develop and nurture long-term relationships with clients to drive referrals and repeat business. • Conduct regular client check-ins to ensure satisfaction and uncover additional service opportunities. • Maintain a structured, systematic approach to client follow-up, ensuring personalized and timely communication. Client Support & Problem Resolution • Act as a liaison between clients and the agent team, ensuring seamless coordination of all transactions. • Anticipate and address client concerns before they become issues, offering proactive solutions. • Handle objections and difficult conversations with professionalism, empathy, and problem-solving skills. • Coordinate with internal teams to ensure a smooth and efficient experience for clients at every stage of the transaction. CRM & Database Management • Ensure all client information is accurately documented and updated in the CRM, tracking communication history and preferences. • Segment and categorize clients to personalize follow-ups and enhance engagement. • Monitor and analyze client interactions to refine strategies for improving client retention and satisfaction. • Work closely with marketing and sales teams to align outreach efforts with client needs and company goals. Performance & Continuous Improvement • Track key performance metrics related to client satisfaction, retention, and referral generation. • Provide regular reports to leadership, highlighting insights and opportunities for improving client care. • Stay informed on industry trends and best practices to enhance the client experience. • Continuously seek ways to improve processes and workflows to maximize efficiency and effectiveness. Qualifications: • Client-focused and empathetic —dedicated to delivering an outstanding customer experience. • Strong written, verbal, and interpersonal communication skills —must be warm, professional, and articulate in all client interactions. • Proven experience in client relations, customer service, or account management (minimum 2 years preferred). • Idaho real estate license preferred (or willingness to obtain one). • Experience with CRM platforms (e.g., Brivity, Follow Up Boss, BoomTown, or similar) to track client interactions and maintain accurate records. • Highly coachable with a learning-based mindset —open to feedback and committed to continuous improvement. • Excellent problem-solving skills and adaptability in handling client concerns and resolving issues efficiently. • Organized and detail-oriented —able to manage multiple client relationships while ensuring accuracy and follow-through. • Tech-savvy and comfortable with digital tools for client tracking, communication, and workflow management. • Resilient and solutions-driven —able to navigate challenging conversations while maintaining a positive client experience. Compensation: $70,000 - $90,000 OTE

• Client Engagement & Relationship Management • Serve as the primary point of contact for clients, ensuring an exceptional customer experience from initial inquiry through post-transaction follow-up. • Proactively call, text, and email clients to provide updates, answer questions, and address concerns in a timely manner. • Develop and nurture long-term relationships with clients to drive referrals and repeat business. • Conduct regular client check-ins to ensure satisfaction and uncover additional service opportunities. • Maintain a structured, systematic approach to client follow-up, ensuring personalized and timely communication.Client Support & Problem Resolution • Act as a liaison between clients and the agent team, ensuring seamless coordination of all transactions. • Anticipate and address client concerns before they become issues, offering proactive solutions. • Handle objections and difficult conversations with professionalism, empathy, and problem-solving skills. • Coordinate with internal teams to ensure a smooth and efficient experience for clients at every stage of the transaction.CRM & Database Management • Ensure all client information is accurately documented and updated in the CRM, tracking communication history and preferences. • Segment and categorize clients to personalize follow-ups and enhance engagement. • Monitor and analyze client interactions to refine strategies for improving client retention and satisfaction. • Work closely with marketing and sales teams to align outreach efforts with client needs and company goals.Performance & Continuous Improvement • Track key performance metrics related to client satisfaction, retention, and referral generation. • Provide regular reports to leadership, highlighting insights and opportunities for improving client care. • Stay informed on industry trends and best practices to enhance the client experience. • Continuously seek ways to improve processes and workflows to maximize efficiency and effectiveness.