Customer Service Lead

Associations, Inc.; Schaumburg (IL); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead operations and enhance customer satisfaction. In this role, you will develop key performance metrics, oversee cross-functional teams, and implement processes to improve efficiency. The ideal candidate will possess strong communication skills, a detail-oriented approach, and a proactive mindset. Join a forward-thinking company that values innovation and teamwork while making a positive impact on communities. This is a fantastic opportunity for those looking to advance their career in a dynamic environment.

Qualifications

• 5-7 years of related experience required.
• 3-5 years of management experience preferred.

Responsibilities

• Develop and report key performance metrics.
• Manage customer service operations effectively.
• Implement processes to enhance operational efficiency.

Skills

Microsoft Office

Conflict Resolution

Professional Communication

Customer Service

Time Management

Detail-Oriented

Education

Bachelor's Degree

Tools

General Office Equipment

Job description

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

Job Duties and Responsibilities

1. Develop, track, and report key performance measurements for the unit.
2. Develop and implement processes and procedures to improve operational efficiency.
3. Oversee cross-functional work areas aimed at resolving customer issues.
4. Manage customer service operations, which deal directly with customers and serve as the first point of contact.
5. Perform other duties as assigned.

Requirements

Knowledge and Skills

• Proficient knowledge of Microsoft Office products (Word, Excel, Outlook, etc.).
• Knowledge of general office equipment (copier, fax, phone systems, etc.).
• Proficient knowledge of business correspondence (grammar, structure, punctuation, spelling, etc.).
• Knowledge of conflict resolution techniques.
• Professional communication skills (phone, interpersonal, written, verbal).
• Professional customer service skills.
• Self-motivated, proactive, detail-oriented, and a team player.
• Strong time management and prioritization skills.

Education and Experience

• Bachelor’s Degree preferred.
• 5–7 years of directly related or closely related experience.
• 3–5 years of management and/or supervisory experience.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.