Keller Williams Arizona Realty

Director of Agent Experience

Leadership Team at KWAZ in Prescott, Director of Agent Experience


I am happy to announce that Erika Morales is being promoted to the position of Director of Agent Experience at Keller Williams Arizona Realty in Prescott!


Over the past year, Erika has shown a tremendously positive and “can-do” attitude. This includes helping agents with everything they may need to be successful, to working  side by side with agents at the Prescott Red Day event.


Director of Agent Experience Primary Objectives

The Director of Agent Experience must understand that to run effectively and efficiently, an office must tend to its associates’ needs in such a way that they (the associates) are receiving the expected level of service and remain satisfied with the level of service provided by the Market Center.


The Director of Agent Experience will be responsible for the appearance of the office common areas.  They will ensure the office is neat and prepared for business. The Director of Agent Experience will need to have a relationship-based attitude as a result of the associate being the customer with an understanding that the agent associates will seek them because the associate likes the individual and are swayed by enthusiasm.


The Director of Agent Experience acts as the “culture gatekeeper” for the Market Center. They will greet everyone with a smile and warmth as they enter the office. It is important to be as helpful as possible without neglecting the phones. They will also act as the connection between the office and the value of kw Arizona and kw at large.


The Director of Agent Experience will assist in the management of the office by providing support and feedback to the MCA, Team Leader, and GM on all matters affecting the productivity and operation of the Market Center.


Essential Duties and Responsibilities


    • Answer the phone correctly

    • Properly route questions to the appropriate team member

    • Greet everyone in a positive manner

    • Assist management team

    • Receive and sort mail and deliveries

    • Maintain appearance of reception area

    • Process closings

    • Help to share the Market Center value story

    • Step into a variety of tasks including event setup, training and conference room scheduling, processing closings, and retention calls

    • Make sure that agents are aware of classes and set up the training room


Please join me in congratulating Erika Morales in her new position as our Director of Agent Experience at Keller Williams Arizona Realty in Prescott!


All in,



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