Over the years I am learning that we must be MORE specific in explaining to our assistants what is expected of them. They can not read our minds, so I put together a list of items you and I may want to use training our assistants. Use what works and delete what doesn't. Remember an assistant is suppose to allow you more time to meet with cients or spend with your family. The job description is done for you, hopefully saving you time and money creating your own. This is a combination of task taken from a plethra of agents, coaches, past experiences and consultants. Pick and choose what works for you.
Added May 23, 2008:Consider calling your assistant a Client Services Coordinator or manager
Example Job description for A Real Estate Assistant
Schedule and organize personal marketing advertising on a monthly basis to ensure constant personal marketing.
Locate vendors to produce and distribute marketing materials and request prices from them, assuring the best quality products for the best prices.
Maintain routine contacts with graphic designers, printers, mailers and other vendors to ensure that deadlines are met.
Keep track of production, billing and shipping dates for advertising materials such as flyer's and brochures.
Enter new contact names, address, and emails from information request, open house guest books and other sources in our database. Make address corrections as they are received in Top Producer, Rappitoni or other databases.
Track and execute a mailing schedule using Top Producer to synch with your database to create merged letters and other correspondence.
Create marketing materials with agent such as writing copy for a newsletter or use pre-designed newsletter from CRS, Irongate or Realty Times.
Respond to phone requests for information about your services by sending standardized packages of information.
Follow up on marketing materials with phone calls to make sure that customers received the letters and see if they are a current prospect for us to contact.
Carry out clerical task or arrange for other to do such tasks as stuffing envelopes and getting new postage in the meter.
General office duties
Always consider prioritizing income generating task first before beginning routine paper work to insure income for both agent and assistant.
No jeans, all tattoos to be covered, no body piercing to be exposed at the work place. No more than two earrings per ear permitted.
Communicate with clients at least once a week to check on their needs and assure clients understand we care about their concerns and needs.
Keep Agent updated with all communication with clients to maintain continuity of communication between client, assistant and agent.
Plan all special projects with an action plan to assure there is a record of time and cost for all projects to be evaluated at the end of each year for the following year.
No cell phones to be used during work hours except for family emergencies.
No smoking permitted inside or outside of office.
Be on time and ready to work every day to maintain a good solid working relationship with agent and client.
*****Plan a daily to do list and discuss/present to agent to assure each activity is a priority to both the agent and the assistant.*****This needs to be reviewed the beginning of each day.
Manage Incoming Calls
Answer the phone with a friendly and upbeat attitude and show a caring attitude to everyone who comes in contact with our company.
End every telephone conversation with "would you like to talk with Julie about anything" to make sure clients know they have full access to Julie at all times.
Develop prospects list - Locate addresses and phone numbers for targeted seller categories to use for direct mail. Scan the MLS for expired listings, research tax records for out of state owners, check local newspapers for unrepresented sellers and search all possible media to find prospects for buying of selling.
Analyze market demographics to look for new niches. Contact local economic development councils or community groups to find demographic information about our community. Find who is moving in and who is moving out and what niche agent should focus on.
Create a warm call list from responses to mailings or other promotions. Return calls to all prospects even if they do not need agent's services right away but still send them information about agent.
**Record which marketing category or contact method netted a particular sale. This will allow agent to evaluate how much time and money was spent prospecting to each category vs. how much commission income was generated from transaction in that category within specific period.
Enter all listings in Dayton and Cincy MLS with in 24 hours of signed listing agreement.
Review and proofread all listings for corrections and make changes as needed.
Organize and send Just Sold and Just Listed cards for all listings to increase marketing exposure of property and agent and possibly increase listings in area.
Maintain photos in MLS and all websites. Ensure all photos are inputted and represent the property well. If photos do not represent the property well, notify agent right away.
Obtain feedback from all showings and forward to seller and agent. Keep a feedback log up to date. This will ensure good communication with client and help both client and agent suggest changes that may help client sell home faster.
Keep all price changes up to date in MLS, I-online and all websites to help maintain correct information for anyone who may see it, including agents within Irongate and at large, buyer, sellers and prospects.
Schedule weekly, monthly and quarterly ads in all advertising media for active listings to ensure clients receive all the advertising they were promised.
Assemble pre-listing and listing packets using our standard format. Listing packets and pre-listing packets to be ready at moments notice so that agent can list a home as quickly as client may need.
The listing packet should include the following:
Distribute the pre-listing packet a few days before the listing presentation. Deliver the packet via express mail or in person then follow up with a phone call to make sure that the seller received it.
The pre-listing packet should include the following:
Conduct Primary CMA research following a preprinted form provided. This will include searching the MLS for relevant pricing data on recent sales and listings. Data will be given to the agent to interpret and then put in a nice presentation packet to be given to seller at listing appointment. At all times agent and assistant will strive for a professional presentation using quality data, quality media and quality interpretation of data.
Review all ads after publication to check for errors or needed changes in the future to ensure we produce only quality media for both the client and the agent. The agent and assistant will strive to immediately correct errors if they occur, understand why the error occurred and take action so it does not occur again.
Make copies of all ads and send to sellers on a weekly basis so that clients know what is being done for them.
Design flyer's with in 48 hours of listing and deliver to each property with the following information: MLS report, property disclosure, lead base paint disclosure, city information, school information, business cards, etc........
Maintain signs and lock-boxes for all listings, including pending and solds, and final pick up.
Coordinate all listing items on listing checklist attached to ensure continuity and good communication between agent, client and assistant.
May be asked to role play with agent to practice a listing presentation to ensure listing presentation skills stay fresh and are presented with a high level of confidence and skill.
Coordinate all closings using the checklist attached to ensure continuity and good communication between agent, client and assistant.
Keep a contact record on forms provided on all buyers and sellers getting ready for closings.
Keep strict tabs on deadlines in contract including:
- Appraisal ordered
- Inspections deadlines
- Closing dates
- Occupancy dates
Double check that client submits all relevant paper work to loan officer, such as tax return employment verification and bankruptcy dispensations. Also to make sure both buyer and seller apply for loans and are approved for loans meeting the deadlines of their contracts.
Understand that 80% of home buyers started their search on the web last year. Therefore, the web is a very important tool in our real estate company. The web and agent website(s) must be monitored and maintained so that it is never outdated and always striving to be slightly ahead of what every prospect may need while searching for a property or agent.
Maintain all websites keeping property information and agent information current, ensuring that all prospects have the most up to date information available.
Capture all leads and disburse in a timely manner so all leads are contacted immediately.
Other website duties include:
- Making sure URL's to outside sources of information listed on websites have not ceased operations or changed addresses.
- Add new listings to the website, MLS and any other listing sites we use, including Advanced Access, DABR, CINCY MLS, and others.
- When homes are sold, delete listings from all listing websites with agent permission only.
- Collect and add new content on a continual basis. Research and secure permission to use content such as real estate articles from local newspapers, national publications, links to local chambers of commerce or school districts as well as other content that may enrich the site.
- Respond to basic emails request for information in a timely manner. Create standardized email documents describing agent's services, a pre-listing package and instructions on how to locate your listings on the Web.
Manage Incoming Calls
Be able to prioritize incoming calls and know how to handle different types of calls.
- Priority requests. These calls demand agent's immediate attention. This category might include repeat clients and buyers interested in high-priced properties. The assistant will forward these requests directly to agent and answer them as soon as possible, preferably within the hour.
- Personal response. This type of call also requires a direct response, but is not as time critical. This might include potential customers who want to make an appointment or who have in-depth questions about the home selling process. Everyone who requests a personal response should receive one. The agent should, however, respond to these messages as quickly as time permits, by the close of business the same day, if possible. If for some reason the agent can not call back, the assistant can call back and cover for agent until the agent can make the call.
- Informational response. The assistant can handle this type of call, which typically includes basic questions about agent's services, general information about the community, and requests for a basic listing sheet (if licensed) and brochure about a property. Use our standardized forms for letters and materials that address frequently requested information - such as the steps involved in selling a home - for assistants' use. Assistant to personalize letters with the requester's name and address using a mail-merge feature. The assistant can set up an automated response feature in agent's e-mail to send some types of information in response to certain key words in the subject line.
If agent wants to hold a seminar, sponsor a charity event or organize a past client get-together, event planning requires keeping tabs on a multitude of nagging details. The assistant can coordinate the finer points of arranging the agent's event so that the agent will have time to talk with clients and prospects.
Seminars and conferences provide an excellent networking forum, boosting agent recognition within the real estate field. The assistant will keep an eye out for announcements in trade publications and on-line venues about trade events the agent might be interested in participating in. Once the agent is confirmed for the event, the assistant should handle logistics such as flight arrangements, accommodations and rental cars. The assistant also can let clients know when the agent will be out of town on a case by case basis.
If the agent is conducting an event on his/her own, the assistant can be responsible for coordinating these elements:
- Reserving a room and any equipment, such as sound equipment, that the agent or other presenters may need.
- Finding a caterer to provide refreshments. No matter how fascinating a speaker, the attendees will likely be grumpy without pastries and coffee.
- Sending announcements to local press to promote the event.
- Distributing invitations and following up with invitees.
- Securing the services of a photographer to capture the event for future promotions.
- Preparing materials for the presentation, such as copying handouts and arranging slides.
- Gathering feedback after the event through attendee surveys.
Company Volunteer Efforts
Charity events raise agent's profile in the community and make the agent feel good. Volunteering also demonstrates the agent's commitment to the community and may put the agent in touch with potential clients and business contacts.
The assistant will perform a number of duties to support the agent's community involvement efforts. These tasks include:
- Soliciting donations of food or raffle prizes from local businesses to use at the event.
- Transporting prizes or volunteers to the event.
- Hanging posters and handing out flyer's to promote the event.
- Sending invitations and following up with invitees.
- Distributing announcements to local press to promote the event.
- Coordinating food, equipment and facilities for the event.
- Arranging for a photographer to record the event for use in future promotions.
- Sending thank-you letters to donors and attendees.
- Creating and distributing a press release on the outcome of the event.
Update mailing lists by adding new prospects and making address changes as needed.
Managing advertising production by keeping a log to ensure that advertising materials and related billing are mailed to printers and newspapers on a timely basis.
Proofread materials, such as advertising copy, personal letters to top clients and direct mail promotions, for content and clarity.
Coordinate appointment schedules for open houses, listing presentations, showings, closing meetings and other appointments. An assistant can call to remind clients and prospects of scheduled meetings and keep the agent informed of changes.
Maintain a document log for each transaction as a way of ensuring that necessary materials are being received and filed properly.
Act as an office manager by supervising other full- and part-time assistants and issuing progress reports as well as bookkeeping and payroll duties.
Run errands, such as putting up and taking down "For Sale" signs, picking up and dropping off contracts, and adding and removing lock-boxes.
Fulfill miscellaneous administrative tasks, such as ordering stationery and supplies, accepting deliveries, screening phone calls and making copies.