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