Customer Service Manager

Green Key Resources; United States; On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading commercial real estate firm is seeking an experienced Customer Service Manager to lead a dynamic team in achieving exceptional resident satisfaction. The ideal candidate will have a Bachelor of Arts degree and 4-6 years of relevant experience in customer service management. Responsibilities include analyzing feedback, mentoring staff, and collaborating with teams to drive operational success. Competitive salary range from $100,000 to $125,000 annually, with a range of benefits including medical and vision insurance, as well as a 401(k).

Qualifications

• 4-6 years of relevant experience in customer service management or hospitality.
• Experience managing teams of 10-15+ members is required.
• Ability to collect and utilize data for effective problem-solving.

Responsibilities

• Lead a dynamic team of customer service professionals in a fast-paced environment.
• Analyze resident feedback to improve the overall experience.
• Provide mentorship and coaching to team members.

Skills

Leadership

Communication

Analytical skills

Technical proficiency

Education

Bachelor of Arts degree

Job description

Overview

Established commercial real estate firm seeking an experienced Customer Service Manager to manage their call center. Lead impactful customer service initiatives in a dynamic, resident-focused environment. Drive team success through strategic leadership and innovative problem-solving. Foster professional growth while enhancing resident satisfaction.

Base Pay Range

$100,000.00/yr - $125,000.00/yr

Employment

• Full-time
• Onsite

Seniority Level

• Mid-Senior level

Job Function

• Customer Service

Industries

• Real Estate and Professional Services

Benefits

• Medical insurance
• Vision insurance
• 401(k)

Responsibilities & Duties

• Lead a dynamic team of customer service professionals in a fast-paced environment, ensuring exceptional resident satisfaction and operational efficiency.
• Analyze resident feedback to identify trends and implement strategic improvements to enhance the overall experience.
• Collaborate with cross-functional teams to align departmental goals with organizational objectives.
• Provide mentorship and coaching to team members, fostering professional growth and development.
• Serve as the primary escalation point for resident concerns, delivering innovative and resolution-focused solutions.
• Develop and track key performance indicators to measure and drive team success.
• Facilitate effective communication within the team and across departments, ensuring transparency and alignment.
• Promote a positive and collaborative team culture, enhancing morale and productivity.
• Partner with department heads to design operational enhancements aligned with resident satisfaction goals.
• Handle escalated cases by analyzing case history and addressing service gaps effectively.
• Empower team members to proactively resolve issues, reducing follow-ups and enhancing service quality.
• Identify training needs and implement solutions to improve team efficiency and knowledge.
• Collaborate with the maintenance team to manage and resolve resident maintenance issues effectively.

Requirements

• Bachelor of Arts degree required, with 4-6 years of relevant experience in customer service management or hospitality.
• Proven leadership experience managing teams of 10-15+ members, with strong motivational skills.
• Excellent communication and interpersonal abilities to foster team alignment and collaboration.
• Analytical skills to collect and utilize data for problem-solving and decision-making.
• Technical proficiency to lead teams effectively and earn their trust and respect.
• Track record of delivering projects and achieving measurable results.
• Experience with ServiceScore surveys and utilizing feedback for strategic presentations.
• Positive attitude and commitment to excellence, with a desire to grow and take on increasing responsibilities.