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Director of Customer Care

4 months ago

Valencia, United States PMP Management Full time
Job DescriptionJob DescriptionDescription:

Become the Best Part of PMP Management

PMP is seeking a motivated, detailed, communicative, and personable professional to join our team as Director of Customer Care.


Who We Are

Property Management Professionals LLC. and/or PMP Management LLC. (PMP) is an industry-leading Association management firm providing extraordinary services to common interest developments throughout Southern California, Arizona, Utah, Colorado, and Texas. PMP delivers a boutique-style level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms.


PMP is one of the fastest growing management firms in each of our respective markets, which provides our team members’ a unique opportunity to develop and grow their careers. Our people-centric culture attracts and retains the industry’s top talent and has served as one of our competitive advantages, driving our growth and success over the past decade and a half.


To learn more about PMP and our unique company culture, we invite you to visit our social media platforms below:


Instagram/pmpmanage

facebook/pmpmanage

linkedin/company/pmpmanagement


Who We’re Looking For

PMP is looking for energetic, passionate, personable, and detail-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service to our valuable clients.


Position Description: The Director of Customer Care will lead the customer care team in providing outstanding service support to clients, HOA Board members and residents. The ideal candidate will be passionate about customer service, possess strong leadership skills, and have a proven history of driving customer satisfaction and loyalty.

Position Duties:

  • Strategic Leadership: Develop and execute the call center's strategic plans, with a strong focus on leveraging data analytics to drive decision-making and enhance the end-user experience.
  • Data-Driven Decision-Making: Use data analytics to identify trends, predict customer needs, and optimize call center operations to improve efficiency and service quality.
  • Operational Oversight: Direct and manage all aspects of call center operations, ensuring that processes and workflows are designed to deliver a seamless and personalized end-user experience.
  • Team Management: Lead and inspire a team of supervisors, team leaders, and agents to deliver exceptional service and achieve performance targets.
  • Customer Experience Enhancement: Develop and implement strategies to enhance the end-user experience, resolve escalated issues, and drive customer satisfaction.
  • Performance Analysis: Analyze call center metrics and performance data to measure effectiveness, identify areas for improvement, and implement solutions to enhance operational efficiency and customer satisfaction.
  • Process Improvement: Continuously improve call center processes and workflows to streamline operations, reduce costs, and enhance the end-user experience.
  • Technology Integration: Evaluate and implement call center technologies and systems that would enhance the end-user experience.
  • Stakeholder Communication: Collaborate with internal stakeholders, such as sales, marketing to align call center operations with business objectives and ensure a seamless end-to-end customer experience.
  • Online Reputation Management: Develop and implement strategies to monitor and manage the company’s online reputation, including responding to customer feedback and reviews, to ensure a positive and consistent brand image across digital channels.
  • Talent Acquisition: Oversee the end-to-end recruitment process, including job posting, candidate sourcing, resume screening, interviewing, and selection, to ensure efficient and effective hiring of qualified candidates. Implement best practices and utilize technology solutions to streamline recruitment workflows, improve candidate experience, and expedite time-to-hire.
  • Employee Engagement: Implement proactive employee engagement programs aimed at fostering a positive work environment, promoting teamwork, and recognizing and rewarding outstanding performance. Utilize employee feedback mechanisms, such as surveys and focus groups, to identify areas for improvement and tailor initiatives to enhance job satisfaction and reduce attrition rates.

Required Qualifications:

  • High School Diploma or BS/BA Degree in business or related field from an accredited college or university preferred.
  • Minimum of 3-year experience in a customer service leadership role, preferably in the property management, real estate, or HOA or a service-related industry preferred.
  • Strong leadership and management skills, with the ability to effectively interact with clients, team members, and stakeholders at all levels.
  • Proven track record of driving customer satisfaction, and loyalty with a focus on building long-term relationships and exceeding customer satisfaction.
  • Strategic thinker with the ability to develop and execute customer service strategies and initiatives that align with business goals and objectives.
  • Analytical mindset with the ability to leverage data and metrics to identify trends, measure performance, and drive continuous improvements.
  • Proficient in customer relationship management (CRM) software, MSOffice Suits, and other relevant tools and technologies.
  • Excellent communication and people skills.

Disclaimer: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

Requirements: