Customer service manager pairs clients, agents

     At Century 21 MoneyWorld, Natalie Cassens is a customer service manager who tracks prospective clients and puts them in touch with agents.
      She takes client information and asks an agent to call them back within five to 10 minutes. One hour later, she returns the call to make sure the agent responded.
      "I am here to make sure the client receives a prompt response from an agent," Cassens said. "We work hard to guarantee that."
      Cassens also updates the caller database, and her customer service department tracks clients who are more than three months from buying a home. This permits agents to spend more time on current clients without neglecting upcoming buyers.