OSC Of The Month: Jennifer O'Dell

We’re excited to feature Jennifer O’Dell, director of the OSC team and corporate Lasso trainer for Great Southern Homes. She oversees communities in the Midlands and Upstate of South Carolina, Greenville/Clemson, the Coast, and Raleigh. With 15 years in real estate, managing and training her sales teams and agents and handling around 1,200 online leads each month, Jennifer is here to share her insights on the benefits of Leading an OSC team, building the program from the ground up, and all the cool tech tools she uses to get the job done!

ECI: What was your career path to becoming an OSC?

Jennifer O’Dell (JD): It's been quite a journey! I started as a Kindergarten teacher and obtained my master’s degree in counseling, which has surprisingly helped me in every job since. My first son was born Neurodivergent, so I began "selling" jewelry and accessories alongside my day job for more earnings. This led me to the path of successful sales and the flexibility that I needed for my family. I started my home-building career as an on-site sales agent, moved into design and marketing, then into management, and finally found my way to the OSC leadership role. Working at a teleservices company during college also prepared me for handling rejection in sales calls—talk about a valuable lesson! I love how all these experiences came together to lead me here!

ECI: How many online leads do you manage monthly?

JD: We manage approximately 1,200 leads a month on average!

ECI: What's the best part about working on a team of OSCs?

JD: Honestly, it's my amazing team! They inspire me every day. Our strong leadership foundation values success and people, creating a collaborative spirit and approach. We work closely with marketing, and that helps us achieve our goals. Together, we can hire, train, and develop programs that make a difference in people’s lives, helping families find stability and a sense of belonging through homeownership. I’m passionate about guiding, managing, and teaching others as we create lasting impacts together!

ECI: How have you seen online home sales change in the last few years?

JD: Wow, it’s a significant shift! Since COVID-19, online sales have become the norm, with an incredible 97% of buyers researching online before visiting model homes. This change shows how much our industry relies on digital platforms for the home-buying journey. Younger buyers, in particular, are much more tech-savvy and prefer handling their research and purchases online. Businesses must adapt to these changes by providing smooth, user-friendly online experiences that appeal to millennials and other demographics.

ECI: How will the OSC role evolve over the next few years?

JD: Online sales will keep evolving, and I believe AI will play a big role in enhancing the customer experience. As technology progresses, AI can help with personalized recommendations, streamline purchasing, and provide instant customer support, creating a smoother journey for buyers. But even with all this innovation, the personal touch will always be important. People want experiences that feel unique to them, so a blend of AI and personalized service will hit the mark!

ECI: What's the most challenging aspect of your job? How do you overcome it?

JD: The biggest challenge for me is managing my time! To overcome this, I focus on fostering collaboration within our team. I encourage everyone—my OSCs, marketing members, and our entire team—to work together towards a common goal. We believe in tackling challenges as a group and sharing our insights and solutions. Everyone’s ideas are welcome, and together, we leverage best practices to enhance our efforts and drive success.

ECI: What are the most important tools you use in your role?

JD: Lasso CRM is a must-have for me—fantastic! :) I also rely on many other tools, like Zapier for connecting different apps, CallRail for text messaging and call routing, and BombBomb for sending videos. For chat coverage, we use CommVersion, and NoviHome helps with personalization and customer experiences. I also love using Loom to create training videos and PowerPoint for more creative presentations. Plus, Clipchamp is great for editing videos, and I find the Trainual platform useful, especially for larger teams.

ECI: Do you have a productivity hack you'd like to share?

JD: Absolutely! I use Loom to create Standard Operating Procedures (SOPs) or lists. I record myself by screen, relay bullets out loud, and display or pull from any content online, which turns my voice into a clear and organized presentation in minutes instead of hours. It’s a game-changer!

ECI: Do you have any specific successes you'd like to highlight?

JD: My family and children are my greatest treasures. They are my motivation and my why. Ultimately, they are what matters most to me. For me, humility and kindness are essential. I have been fortunate to receive various sales awards and earn trips. With each success and advancement, I have celebrated, grown, and created lasting memories alongside the amazing friends and colleagues I've met throughout my journey in the industry.

ECI: Any tips or advice for fellow online salespeople and marketers?

JD: Remember to take care of yourself! It's easy to burn out, so take the time and be kind to yourself.

ECI: What are your favorite activities to do outside of work?

JD: Life is full of moments that bring joy and meaning, both big and small. For me, it’s about cherishing the simple pleasures, like spending quality time with my family—watching my kids grow, laughing with them, and enjoying the warmth of our dog’s companionship. Traveling allows me to discover new places, cultures, and experiences, while music provides an emotional connection that grounds me in every phase of life. Nature is a constant source of inspiration, from the beauty of flowers to the calming sound of ocean waves and the wonder of stargazing at night. I find peace in slow moments, like relaxing in a hammock or taking quiet walks, allowing me to reflect and appreciate life’s pace.

ECI: What are you reading/watching(binging)?

JD: As for what I’m currently binging, I’m watching “Succession.” It does an incredible job of blending the complexity of family dynamics with the high-stakes business world. The relationships among the Roy family members, filled with power struggles, alliances, and betrayals, create an intense emotional layer that makes the business side all the more fascinating. It’s not just about corporate decisions; it’s also about how personal rivalries, loyalty, and family expectations shape those choices. Watching these characters navigate the pressures of running a massive empire while juggling their connections offers a unique and gripping perspective on leadership and family. If you enjoy that blend of drama and strategy, the show is a masterclass in both!

Additionally, I’m an avid reader. One book that has stuck with me long after reading is “It Ends with Us” by Colleen Hoover. It blends emotional depth with powerful storytelling, exploring complex themes like love, trauma, and resilience. The protagonist, Lily Bloom, is a relatable character, and you can't help but root for her as she navigates difficult choices and her relationship with Ryle, a complicated and sometimes heartbreaking figure. I admire her fashion sense and have always wanted to own a flower shop, so who knows—I might pursue that dream in a second life!