Our OSC of the Month for April is Deborah Muro, Online Concierge at The New Home Company in Aliso Viejo, California. She has been in the new home construction industry for more than 15 years! In this interview, Deborah shares her views on how the industry has changed and how the role has evolved.
What is your company, role and location?
Our company is The New Home Company and we are located in Aliso Viejo, California. We also have offices in Roseville, CA and Phoenix, Arizona. We build some of the best quality and most beautiful homes in California and Arizona. I am so blessed to work for the best in the business!
How long have you been in your role/or working in new home sales?
I have been in new home sales since 2005. Originally as an onsite agent then transitioned to online sales in 2015.
What was your career path to becoming an OSC?
I was an onsite agent for 10 years. I have sold both single family homes and podium style buildings. I transitioned to online sales April 2015 and never looked back!
Deborah is committed to ensuring her customers receive a truly remarkable experience and is gifted at guiding them through the initial stages of the buying journey. Being the first contact point that many of their customers receive, she recognizes that speed, friendliness and continued follow up differentiates The New Home Company from other builders.
How have you seen online home sales change in the last few years?
I have seen it grow with almost every builder having an OSC. I helped start the OSC program here at The New Home Company and we have become more efficient with our online leads and our onsite team has become very responsive to this role. The general public has also; especially in these times when it’s difficult to go out.
How do you see your role/or the OSC role evolving over the next few years?
I think online sales for builders will be more prominent and important within our industry. Online technology keeps getting better and evolving so that the potential buyer is able to see the models and get a feel for the floor plans prior to ever setting foot in the sales office! Mattaport tours are a wonderful tool for this and we are utilizing them frequently, especially now.
What is the most useful technology tool to your job?
Lasso is so helpful with touching online leads at regular intervals. Its simplicity in adding notes with phone calls or visits makes it so user-friendly and keeps everyone on the same page. In addition to Lasso, we have one of the best, easy to read and navigate websites in the industry it’s a tremendous asset to me and our online leads!
What/Who are your “go-to” resources for training and/or support?
My V.P. Megan and our ad agency have been supportive since Day 1 of our OSC program! They rolled out the program with ease and are always willing to hear suggestions to streamline or simplify the process! Also, I can’t forget Dave Betcher! He is my go-to when I need help with Lasso or advise on an issue.
Any tips or advice for fellow online salespeople and marketers?
For fellow online salespeople, I would suggest being wise with your time and learning to prioritize! Time management is essential in this role. For marketers, I would say that keeping things simple and straight forward is always best!
Favorite thing to do outside of work?
I love to travel, cook, drink and taste great wines, and hang out with family and friends.