By Derek Stephenson, Manager, Franchise Support
The role of administrator in a real estate brokerage is integral to the success of the office. The administrator creates calm out of chaos, holds everything together, and is often the very heart of the organization. EXIT Realty has woven recognition and respect for this important role into the fabric of our business model.
In the world of real estate, no two days are ever the same. Likewise, no two support inquiries are ever the same. On the other end of every message or phone call is an administrator navigating a challenge, learning something new, or simply looking for guidance. Those of us who work in EXIT Realty’s Franchise Support department never know what type of support inquiry awaits us, and that’s exactly what makes the work exciting and meaningful.
For many administrators, the role stretches far beyond traditional office tasks. They may find themselves managing marketing campaigns, social media, and the books, while learning the EXIT Formula and navigating a wide range of technology tools and apps, all at once. For someone stepping into that kind of responsibility, having reliable support makes all the difference.
We are proud of the fact that whenever an administrator reaches out for help, there is a real person available. In an industry that moves as quickly as real estate, immediate access to knowledgeable human support can turn moments of uncertainty into moments of confidence. No telephone trees or bots (unless you choose to connect with Francesca, our AI support rep). A real person, helping in real time.
“A personalized, friendly interaction with one of our wonderful admins can often make my day. I know they are really appreciative to receive assistance, but it also very rewarding for me to be able to help,” says Chantal Galliott-Alexander, Franchise Support Administrator.
Every interaction becomes an opportunity: an opportunity to listen carefully, understand the challenge, and offer practical, actionable feedback. Sometimes the solution is technical. Sometimes it’s strategic. And sometimes it’s simply reassurance that they’re on the right path. With our support team’s 90% First Contact Resolution rate, administrators typically end the communication with their issue resolved.
“I really enjoy supporting EXIT administrators because it’s rewarding to see them become more confident and efficient in their roles, which not only helps them, but also their office and agents. This ripple effect has a positive impact throughout EXIT. Knowing that my support has helped them grow professionally and deliver exceptional results makes my role truly satisfying,” says Nick Viana, Franchise Support Representative.
What is most important to us is connection. When administrators feel supported, they’re empowered to do their jobs better, serve their offices more effectively, and grow in their roles. Over time, those small moments of support add up to something much bigger. It is always a pleasure meeting and connecting with EXIT administrators, as every interaction is an opportunity to build confidence, spark growth, and provide guidance that helps shape and run a successful brokerage.
At the end of the day, the goal is simple: make a positive impact, one conversation at a time.
