Customer Service & Support Jobs in Chicago, IL (Now Hiring) — 5,062 open — Page 105

ABOUT THE COMPANY

Smart City Locating (SCL) is a high-growth, people-first real estate company operating two business lines: an apartment Locating business and a residential Realty division (Smart City Realty, or SCR), serving clients across multiple markets with continued expansion. The company is built on delivering an “out of this world” client experience and a five-star standard for both clients and agents. Backed by a private-equity partnership, the company scales its markets through strong local leadership and disciplined operating systems.

The Leasing and Sales organization delivers an “out of this world” client experience across every market and business line, converting assigned leads into closed leases and home sales, and building the agent force that powers the company’s growth.

POSITION SUMMARY

The General Manager, Core Markets is the sales leader of an established, high-revenue market. Reporting to the EVP of Leasing & Sales, the GM owns the day-to-day sales operation: converting company-generated leads into closed leases and home sales, building and developing the agent force, and delivering a five-star client and agent experience in every interaction. The GM leads and develops Sales Managers and Agents, holds the team accountable to sales KPIs and operating standards, and drives the recruiting and talent pipeline that sustains market growth at scale. In core markets, the GM also owns property partner relationships and directs leasing traffic to contracted properties, and may pursue additional BD efforts through Sales Managers to grow the market further. Supporting departments operate through their own vertical reporting structures; the GM’s mandate is the sales force. The GM is the standard-bearer for Smart City’s core values in their market and executes with the mindset that the client and agent always come first.

ESSENTIAL FUNCTIONS

Market Sales Leadership

• Own the day-to-day sales operation in the assigned market: lead generation conversion, closing rate, leases, revenue, and revenue per agent.
• Own the sales KPIs for the market: close rate, Gong rate, average invoice amount (AIA), leases, and revenue. Bottom line: get your market producing at a five-star standard.
• Set agent and Sales Manager goals, manage performance through a regular review cadence, and hold the team accountable to KPI targets.
• Identify improvement opportunities within the sales team to drive increased revenue and closing rate, and report market performance and needs to the EVP of Leasing & Sales.

Agent and Sales Manager Development

• Lead, coach, and develop Sales Managers through regular 1:1s and performance reviews, building their capability to run the sales floor independently.
• Coach and develop agents directly and through Sales Managers, with a focus on conversion, client experience, and career growth.
• Build Sales Managers into future GMs; your development of the people around you directly determines how large your market can grow.
• Deliver Smart City Academy (SCA) training and onboarding to new agents in the market.
• Own the agent goal-setting process and conduct regular performance reviews, motivating and building trust with team members.

Recruiting and Talent Pipeline

• Own recruiting, hiring, and onboarding for the sales force in the assigned market.
• Build a real talent pipeline, not just backfilling open seats, and maintain a bench deep enough to sustain market growth.
• Retain top producers through strong leadership, culture, and career development, including growing Locators into licensed Realtors through the SCR path.
• Contribute to the GMiT bench by surfacing high-potential talent from within the market.

Property Partner Relationships and BD

• Own and maintain relationships with contracted property partners in the market, ensuring leasing traffic is actively directed to properties and partnerships remain in good standing.
• Serve as the primary point of contact for property partners in the market, resolving issues and deepening relationships to protect and grow leasing activity.
• Direct Sales Managers and Agents to prioritize leasing at contracted properties and communicate partner details, incentives, and positioning needed to convert.
• Pursue additional BD efforts (through Sales Managers or directly) where opportunities exist to expand the property partner network and grow the market further.

Client and Agent Experience

• Responsible for an exceptional and consistent client and agent experience throughout the assigned market, upholding the five-star review standard (Google, Yelp, Glassdoor, etc.).
• Handle client escalations with care and make people-first decisions that protect the Smart City standard.
• Cascade company-wide communications to the local team and ensure the market operates in alignment with company values and standards.

Cross-Functional Collaboration

• Collaborate with Property Success, Marketing, and CX to ensure department updates are communicated to the sales force and that local sales strategies align with broader company direction.
• Partner with the Marketing team to support lead generation: monitor qualified lead flow in CRM round robin, motivate agents to join rotation during peak lead times, and support local brand-building events.
• Lead cross-departmental market meetings and communicate regularly with local team members and department partners.

Technology and Operations

• Drive CRM adoption and data hygiene across the sales team, holding Sales Managers and Agents accountable to usage standards that keep reporting accurate and performance visible.
• Champion adoption of sales technology tools across the market, ensuring the team is trained and operating in the tools from day one.
• Create periodic reports of market and team performance insights for the EVP of Leasing & Sales.

SUPERVISORY RESPONSIBILITIES

Directly manages Sales Managers and Agents within the assigned market, including goal-setting, coaching, performance management, hiring, and development. Supporting departments (Property Success, Marketing, CX, Finance) operate through their own vertical reporting structures and are not direct or indirect reports of the GM. The GM leads cross-departmentally through collaboration and influence.

MEASURES OF SUCCESS (FIRST 12 MONTHS)

• Close rate, leases, revenue, and revenue per agent meet or exceed market targets on a quarterly basis.
• The sales team is fully staffed, onboarded, and operating to a clear performance standard, with a real talent pipeline in place.
• Agent retention is strong and top producers are growing their production, including progression of Locators into the Realty path.
• Sales Managers are developing toward GM readiness and the market has a visible bench of future leadership.
• Property partner relationships are active and healthy, with leasing traffic consistently directed to contracted properties.
• The market delivers a consistent five-star client and agent experience, reflected in CSAT scores and review ratings.
• CRM adoption and data hygiene are at standard, with reporting accurate and performance visible at all times.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree or equivalent practical experience.
• 5+ years of sales experience, with 2+ years leading a sales team or sales managers.
• Demonstrated accountability for sales results and team performance.
• Experience in a high-growth, fast-paced sales environment; real estate, brokerage, or high-growth services experience strongly preferred.
• Active real estate license, or the ability to obtain one in relevant states, preferred and consistent with brokerage requirements.

REQUIRED SKILLS/ABILITIES

• Data-driven sales leadership: comfortable owning and managing to KPIs (leases, revenue, close rate, Gong rate, AIA, revenue per agent).
• Strong coaching and development skills, with the ability to build Sales Managers and Agents at every stage of their development.
• Excellent recruiting instincts and the ability to build and maintain a real talent pipeline.
• Proficiency with CRM and sales-technology tools, with a track record of driving team adoption and accountability.
• Strong written and verbal communicator with the ability to influence, de-escalate, and lead across a team and cross-functionally.
• High comfort with ambiguity and growth, with a natural curiosity and drive to improve processes and performance.

LEADERSHIP COMPETENCIES

• Lives the Smart City Core Values and models the five-star client and agent standard in every interaction.
• Builds and develops high-performing teams; recruits well, coaches consistently, and holds people accountable with care.
• Drives results and accountability while keeping people first, with an ownership mindset on the client and agent experience.
• Communicates clearly and influences across functions and levels.
• Builds trusted relationships with agents, Sales Managers, property partners, peers, and cross-functional partners.

COMPENSATION

Compensation is tiered by GM level and market revenue. Base salary, on-target earnings (OTE), and maximum earnings by tier are shown below. The target bonus is earned 75% on quarterly lease attainment and 25% on an annual GM leadership evaluation. This plan is effective Q1 2027, replacing the legacy MIP.

GM Level / Market Tier	Base	OTE	Max
GM 1 · Tier 1 ($0–$5M)	$100,000	$200,000	$250,000
GM 2 · Tier 2 ($5–$10M)	$115,000	$240,000	$302,500
GM 3 · Tier 3 ($10–$20M)	$130,000	$280,000	$355,000
GM 4 · Tier 4 ($20M+)	$145,000	$320,000	$407,500

OTE = base plus full target bonus at on-target performance. Max = the cap, where each bonus component tops out at 150% of its target. SM base is $80,000 across tiers; the SM bonus target scales with the market’s tier.

PHYSICAL REQUIREMENTS, HOURS & TRAVEL

This is a full-time, exempt, in-office role. Standard business hours apply, with flexibility required to meet the demands of a live sales operation, including occasional evenings and weekends. Travel to and touring of properties within the market is a regular part of the role. Travel to other markets may periodically be required for training, culture events, or business needs (estimated up to 10% travel). The role requires the ability to remain in a stationary position and operate a computer for extended periods, and to travel between locations by car.

All offers of employment are conditioned upon the candidate’s completion of a Form I-9 and delivery of appropriate documentation to establish the candidate’s identity and legal authorization to work in the United States. This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it is not intended to be all-inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

We Take Equality Seriously: Smart City is proud to be an equal opportunity workplace and does not discriminate based on race, religious creed, color, national origin, ancestry, genetic information, physical or mental disability, medical condition, marital status, gender, age, sexual orientation, gender identity, veteran status, or any other characteristic protected by applicable law, in connection with any aspect of employment at Smart City Locating.

Who We Are:

We are more than just an apartment locating company. We love what we do, and we work all the time because to us, it doesn’t feel like work. We believe that professionalism is doing what you say you’re going to do. We pride ourselves on teamwork, and we live for helping others. We get excited when faced with a tough challenge and go the extra mile to achieve our goals. We believe in quick communication, accessibility, transparency, and having fun while putting in good old fashioned hard work. We go above and beyond, we are hyper-personalized, and we make friends, not clients. You are not just another email address, and we are not just another real estate service. WE ARE SMART CITY!

Our values (H.O.N.O.R) need to resonate hardcore with you:

• Honor Bound – We do what we say we’re going to do, and we don’t need to wear a suit and tie to do it.
• Overachievers – We always go the extra mile.
• Never Settle – We are constantly striving for growth, both personally and professionally.
• Optimistic – We are a genuine force of positivity, not like rainbows and butterflies, but like, life is good.
• Real People – We treat everyone like friends, and we’re real human beings who make mistakes sometimes. Let’s learn from it and move forward.

Perks - you know you want ‘em:

• Comprehensive and flexible health benefits plan including EAP
• Life and Disability Insurance
• Flex PTO, minimum of 10 days required each calendar year
• 12 Paid Holidays + 1 floating holiday!
• Monthly cell phone stipend
• Casual dress code
• A wide variety of office snacks and drinks provided complimentary
• Dog-friendly office with yummy treats
• Professional development and training opportunities