General Description:
The Brokerage Operations Associate will support the smooth operation of the Austin office and of all Douglas Elliman provided platforms and services. The individual will coordinate the experience for agents joining the Austin market, support agents in their use of company platforms, and maintain the office as a professional working environment.
The Executive Sales Manager leads the Austin office. The Brokerage Operations Associate supports the Executive Sales Manager in the day to day operation of the office, and works with the Operations department on onboarding, platforms and process. The individual is a point of contact in the office for agents, clients, and visitors, and works across all Douglas Elliman staff departments to resolve agent needs.
The individual must be a good problem-solver, able to work well independently and collaboratively, and must possess a high level of interpersonal skills to provide white glove customer service to Douglas Elliman agents.
This is an entry level position and the first level of the Texas brokerage operations career path. Prior real estate or brokerage experience is not required. Platforms, onboarding process, and operational detail are taught on the job.
Essential Functions:
Agent Onboarding
• Coordinate onboarding for new agents against the established onboarding checklist
• Serve as the point of contact for each new agent through their first weeks
• Set up system credentials, email, and CRM access prior to start date
• Arrange building access, keys, and parking credentials
• Order business cards, sign riders, and name badges
• Prepare welcome materials and conduct office orientation
• Coordinate with Marketing, PR, and Accounting to complete each department's requirements
• Schedule onboarding and training sessions and confirm attendance
• Conduct thirty, sixty, and ninety day check-ins and escalate outstanding items
• Maintain onboarding records and report status
Agent Support
• Serve as a point of contact for agents, team members, and transaction coordinators
• Monitor and respond to the Texas agent support inbox and ticket queue
• Monitor office messaging channels during business hours
• Answer routine questions on platforms, process, signage, and office matters
• Escalate to Marketing, Accounting, IT, Relocation, or Legal with supporting detail
• Follow up on escalated items through to resolution
• Report recurring issues to the Operations department
Training & Platform Support
• Deliver platform walkthroughs to new agents using company training material
• Provide one-to-one platform support to existing agents
• Attain and maintain proficiency in all company platforms as they are updated or released
• Support training sessions delivered by the Operations department
• Assist with creation of listing presentations, mailings, printing, and binding as requested by agents
• Troubleshoot office technology and escalate to Regional IT
Reception
• Greet agents, clients, and visitors arriving at the office
• Answer inbound calls, route, and take messages
• Manage walk-ins including prospective clients and agents
• Maintain entire front reception area
• Maintain visitor and office access procedures
Facility Management
• Maintain conference rooms and the schedule of usage, including set-up for meetings and guests
• Maintain, clean, and stock kitchen for full usage
• Maintain restrooms in stocked and presentable condition and arrange cleaning as required
• Manage copy areas, paper, toner, and marketing supplies
• Coordinate with building maintenance, landlord, and outside vendors on repairs and services
• Manage office access systems, alarms, and everyday facilities items
• Maintain office presentation including seasonal and marketing displays
Inventory Management
• Manage the office supply inventory system for all regularly stocked on-hand items
• Place special orders for supplies provided to agents and all staff departments
• Maintain full supply of marketing materials for listing presentations
• Maintain refreshment and snack inventory
• Process incoming and outgoing mail, packages, deliveries, and checks
Event & Meeting Management
• Coordinate sales meetings, including room set-up, catering, and materials
• Coordinate holiday parties and social gatherings
• Issue invitations and track attendance for office events
• Support local, regional, and national-initiative events hosted in the Austin market, including venue coordination, room blocks, and supplies
• Manage day-of event logistics
• Reconcile event expenditure against budget
Operations Support, as needed
• Complete assigned deliverables for the Operations department as projects arise
• Support technology system build-outs, implementation, and rollout in the Austin market
• Test new platforms and provide feedback prior to agent release
• Document office processes to support consistency and handover
• Collect and maintain HR documentation for the market
• Support local rollout of process changes and communicate them to the office
• Raise conflicts between office commitments and Operations requests to the Executive Sales Manager, who sets priorities for the office
Qualifications:
• Must be very organized and detail-oriented
• Strong oral, written, and interpersonal (in-person) communication skills
• Proficient in Microsoft Word, Outlook, Intranet, and Internet
• Able to learn new platforms quickly and explain them to non-technical users
• Able to manage competing priorities in a frequently interrupted environment
• Comfortable working with ambiguity in a business that changes frequently
• Customer service, hospitality, administrative, or coordination background a plus
• Real estate experience a plus
Career Path:
Brokerage Operations Associate is the first of two levels in the Texas brokerage operations path. The second is Brokerage Operations Manager, which carries ownership of the onboarding process for the market, design and delivery of training, and independent Operations project work.
The criteria for advancement are published and reviewed quarterly, beginning at the ninety day mark. Time in the role is not one of them.
Schedule:
This position is based on a 35-hour workweek, consisting of seven working hours per day and a one-hour unpaid lunch. The regular schedule is Monday through Friday, 9:00 a.m. to 5:00 p.m., on site at the Austin office. Occasional evening and weekend work may be required for office and regional events.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.