Your step-by-step operating playbook.
Proposed public template for client review, not approved internal policy. Keep listings, paperwork and transactions moving through supervised administration while the client focuses on relationships. Agree permissions, checkpoints and targets before use; licensed activity and final approvals remain with authorized professionals.
The complete SOP is visible below—no download or extra click required. Tailor the selected duties, training, tools and approval limits with your team before work starts.
Complete task & responsibility scope.
Coordinate administrative steps under the client’s supervision; reserve licensed activity and final approvals for the authorized professional.
Coordinate real estate administration, listings, documents and follow-up under the client's supervision; licensed activity and final transaction decisions remain with the authorized professional.
Select the duties relevant to your business at kickoff. Extended duties require suitable training, supervisor approval and scoped access; this list does not automatically authorize clinical, legal, licensed or financial decisions.
- Update property listings
- Coordinate showings and calendars
- Organize transaction documents
- Maintain CRM records and follow-up reminders
- Manage approved property listings and MLS updates.
- Schedule and coordinate viewings and open houses.
- Handle approved client communication and follow-up.
- Prepare and organize real estate documentation and contract materials for professional review.
- Create property marketing materials using approved facts and branding.
- Coordinate administrative transaction milestones.
- Research property information and market trends; do not provide licensed advice.
- Maintain the CRM and client database.
- Coordinate with title companies, inspectors and other vendors.
- Manage calendars and appointment scheduling.
01 / Deliverables, ownership & kickoff
What you receive
- Listing change register with source references and approvals
- Confirmed showing calendar with access instructions
- Transaction document index and missing-item checklist
- Current CRM records with dated follow-up reminders
- Activity summary showing blockers, owners and next steps
Who owns what
Assistant
- Prepare listing updates from client-approved facts; execute only authorized changes.
- Coordinate showings and maintain CRM records without advising or negotiating.
- Index documents, track client-supplied deadlines and record unresolved discrepancies.
Client owner
- Supply verified property facts, approved schedules and transaction checklists.
- Authorize final listing content, communications and access arrangements.
- Retain licensed, legal, budget, purchase, payment and filing decisions.
VSI coordinator or agreed Team Lead
- Confirm administrative scope, access boundaries and handoff owners at kickoff.
- Review checklist use, workload priorities and recurring documentation gaps.
- Coordinate blocked-work handoffs without substituting for professional approval.
Confirm before work starts
- Identify supervising professional, backup approver and escalation channel.
- Agree property identifiers and authoritative listing-information sources.
- Document permitted MLS fields, approval evidence and update permissions.
- Confirm showing availability, time zone, access instructions and calendar ownership.
- Supply transaction stages, document checklist and owner-confirmed deadline sources.
- Approve CRM fields, contact permissions, scripts and opt-out handling.
- Confirm individual system access, record locations, reporting cadence and quality targets.
Role-specific readiness checklist
- Confirm supervising professional, transaction milestones and permitted MLS access.
- Verify listing details against approved property information.
- Track viewings, documents, signatures and deadlines with owners.
- Obtain approval for marketing materials and external communications.
- Send a transaction and follow-up summary with missing items and blockers.
02 / Skills, systems & approved access
Skills and qualifications
- Real estate workflow familiarity
- Deadline tracking
- Document accuracy
- Real estate terminology and processes
- Experience with real estate CRM and MLS platforms
- Strong organization and time management
- Excellent written and verbal communication
- Attention to detail in documentation
- Basic design for property marketing materials
- Microsoft Office and Google Workspace proficiency
Verify the capability—not just the résumé
- Real estate workflow familiarity
- Sequence a sample listing-to-transaction checklist; identify professional-only decisions.
- Deadline tracking
- Enter supplied dates with source, owner and reminder; flag an ambiguous date.
- Document accuracy
- Match sample files to property, parties and version; flag missing pages.
- Listing-field accuracy
- Compare a draft update against approved facts and identify mismatched fields.
- Showing calendar coordination
- Resolve a sample time-zone conflict without making an unauthorized commitment.
- CRM record consistency
- Distinguish duplicate contacts and assign a sourced next-action reminder.
Tools and systems
Use client-approved tools and individual role-based accounts. Examples are options, not claims that an integration or subscription is included. Never share credentials in chat.
- Client MLS access
- Real estate CRM
- DocuSign or approved transaction platform
- Real estate CRM: Zillow Premier Agent or Follow Up Boss
- Authorized MLS and listing management tools
- Document management systems
- E-signature platforms: DocuSign or HelloSign
- Calendar management software
- Property marketing platforms
- Secure communication channels
How access supports the procedure
Client MLS access
Use: Prepare and apply approved listing changes; retain change references.
Access: Client-approved individual permissions only; unauthorized fields remain untouched.
Real estate CRM
Use: Maintain contact records, showing references and follow-up reminders.
Access: Assigned records and approved scheduling functions only; no automatic integrations assumed.
DocuSign or approved transaction platform
Use: Organize authorized documents, versions and client-confirmed status references.
Access: Administrative access only; signing, sending signature requests and filings require authorized ownership.
03 / Approved property listing update
Start when: Client requests a listing correction or approved status change.
What you need
- Property identifier and existing listing
- Verified facts and approved assets
- Written change approval and permitted fields
How to complete the work
- Match property identifiers; check source currency and field permissions before editing.
- Compare requested changes with existing fields; list conflicts and missing facts.
- Prepare a field-by-field change record; obtain professional approval for unresolved content.
- Apply only approved administrative edits using authorized MLS access; otherwise hand off.
- Recheck displayed facts, assets and status against approval; record resulting version.
- Log completion, approver and timestamp; route discrepancies before further changes.
Approved changes are verified or handed off, with approval and outcome recorded.
If something is missing or outside scope: Pause conflicting facts, price instructions without approval or unavailable permissions; refer to supervising professional.
04 / Showing coordination and CRM follow-through
Start when: Approved showing request, reschedule or follow-up reminder becomes due.
What you need
- Property and contact record
- Approved availability and access instructions
- Contact permissions, script and reminder rules
How to complete the work
- Verify contact identity, property, time zone and permission; check opt-outs before outreach.
- Check availability and conflicts; propose permitted slots without promising unconfirmed access.
- Obtain required owner or professional confirmation before committing the showing slot.
- Record confirmed calendar details; send only approved administrative instructions and reminders.
- Update the matching CRM record with outcome, source and next follow-up date.
- Reconcile cancellations or no-shows; log handoff and route substantive property questions.
Showing status, calendar and CRM agree; outstanding follow-up has a named owner.
If something is missing or outside scope: Hold uncertain access, conflicting calendars or withdrawn contact permission; escalate to client before recommitting.
05 / Transaction document organization and deadline tracking
Start when: Transaction opens, documents arrive or client confirms a milestone change.
What you need
- Transaction identifier and approved checklist
- Authorized documents and versions
- Client-confirmed milestone dates and owners
How to complete the work
- Match transaction and parties; verify authorized access, readable pages and document completeness.
- Index files by approved naming convention and stage; preserve versions without altering terms.
- Compare contents with checklist; mark missing items and uncertain status for professional review.
- Prepare milestone reminders from supplied sources; obtain confirmation for ambiguous dates.
- Record approved dates, owners and reminders; request missing paperwork using approved wording.
- Recheck returned files, update index and CRM status, and report unresolved gaps before closure.
Documents are indexed, checklist status is evidenced and outstanding deadlines have owners.
If something is missing or outside scope: Do not interpret terms, determine contractual deadlines or mark unverified execution complete; escalate to authorized professional.
06 / Daily rhythm, quality & reporting
Daily routine for this role
- Review listing changes awaiting approval.
- Check showing conflicts and access confirmations.
- Review due CRM reminders and contact restrictions.
- Check document gaps against confirmed milestones.
- Record completed work, blocked items and handoffs.
Weekly review
- Reconcile active listings with approved change records.
- Review stale CRM reminders and transaction gaps with client.
- Review measured errors and adjust agreed checklists with coordinator.
Quality checks and measures
Agree review standards with the client. Example measures are not guaranteed service levels.
Listing accuracy
Review standard: Agree sampled field-match target at kickoff; correct flagged discrepancies.
Evidence: Source-to-listing comparison and approval record.
Showing consistency
Review standard: Agree calendar-to-CRM match target and review sample size.
Evidence: Confirmed slot, access confirmation and CRM status.
Document completeness
Review standard: Agree checklist coverage target; unresolved items remain visibly open.
Evidence: Document index and missing-item register.
Reminder traceability
Review standard: Agree target percentage with source, owner and next-action date.
Evidence: CRM reminder and milestone review sample.
Reporting and handoff
Cadence: Propose daily activity recap and weekly client review; confirm cadence at kickoff.
- Property or transaction identifier
- Approved listing changes completed
- Showing confirmations and changes
- Document gaps and milestone reminders
- CRM updates and follow-up outcomes
- Pending approvals and named owners
- Exceptions, next actions and quality findings
07 / Approval limits & escalation
Decisions that need approval
- Final approvals and licensed or legal decisions remain with authorized professionals.
- No negotiation, valuation advice, contract interpretation or independent deadline determination.
- Client retains budgets, purchases, payments and filings; preparation is not authorization.
- Use client-approved contact permissions, opt-outs and scripts; do not expand outreach scope.
- Use approved access and storage; do not share credentials or assume integrations.
Role-specific control requirements
- Do not negotiate, sign on behalf of a client, provide licensed advice or alter contractual terms without the required authority.
- Do not initiate transfers or change wiring instructions; escalate financial or identity concerns immediately.
- Review listing accuracy, deadline tracking and document completeness weekly.
What to do when work cannot proceed
Listing facts or approved instructions conflict
Action: Hold affected changes and provide comparison for decision.
Owner: Supervising professional
Showing access unclear or contact opts out
Action: Pause affected communication or booking; record restriction and seek direction.
Owner: Client owner
Missing document threatens confirmed milestone
Action: Flag gap, date source and owner; request professional prioritization.
Owner: Authorized transaction professional
Access failure or workload blocks assigned administration
Action: Record blocker and coordinate handoff without broadening permissions.
Owner: VSI coordinator or agreed Team Lead
Name the owner and backup, agree response windows and permissions, and record client sign-off at kickoff. Revisit the SOP whenever scope or access changes.