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Customer Service Manager

4 months ago

Alexandria, United States Watergate at Landmark Full time

**ABOUT US**:
Watergate at Landmark (WAL) is a Luxury high-rise condominium community in Alexandria’s West End. WAL seeks a full-time Resident Services Manager to be responsible for the direction, planning, organization, operation, staffing, training, and oversight of the Resident Services office. This position will provide backup customer service support and assistance to Resident Services Representatives in responding to issues and/or questions from residents, owners, visitors, contractors, and others. This position serves as the Renovation Coordinator & Architectural Modification Reviewer, for all residents who request renovation approvals.

**KNOWLEDGE, SKILLS AND ABILITIES REQUIRED**:

- Comprehensive knowledge of Association bylaws, rules and regulations.
- Demonstrated managerial skills, including interpersonal, mediation and communication skills — both oral (by phone and in person) and written — at all levels (co-workers, residents, guests).
- Ability to organize work effectively, conceptualize and prioritize objectives, and exercise independent judgment based on an understanding of departmental and Association policies.
- Knowledge of general administration, recordkeeping systems, personnel administration and budgeting procedures.
- Problem-solving ability to calmly and objectively assess situations and recommend feasible solutions.
- Proven leadership ability, with the ability to perform duties independent of supervision.
- Familiarity with all job functions and duties of the Resident Services office.
- Ability to use a computer, with demonstrated proficiency in MS Word, and Excel and a working knowledge of other software necessary to perform the job (such as Outlook, MS Office Suites, etc.) and ability to learn and use WAL databases for information retrieval and input purposes.
- Effective verbal communication and problem-solving skills.
- Ability to deal diplomatically with difficult situations/people.
- Pleasant and professional demeanor.
- Attention to detail.
- Excellent organizational skills.
- Ability to multi-task.
- Telephone skills, including handling multiple incoming calls, forwarding calls, etc.

**EXPERIENCE REQUIREMENTS**:

- At least five years of management/supervisory/customer service experience, preferably in a condominium or apartment complex setting.

**EDUCATIONAL REQUIREMENTS**:

- High School Diploma or equivalent.
- Bachelor’s or associate degree preferred. (Business Administration, Property Management, or equivalent Administrative)
- Community Associations Institute (CAI) training and certification is a plus

**OTHER REQUIREMENTS**:

- Must submit to a background check and drug testing.
- Ability to step into the role of Resident Services Move Coordinator or Resident Services Representative as needed during staff shortages and also provide hands-on assistance during special projects with heavy workloads (such as annual resident re-registration).

**PRIMARY DUTIES**:
**Personnel**:

- Assign projects and duties to, and supervise, hire, and oversee training of Resident Services office staff.
- Responsible for scheduling staff work schedules.
- Process and review employee time records for accuracy and conformity to FLSA and state laws as well as Association policies.
- Prepare, and conduct annual performance appraisals of Resident Services staff.
- Address personnel matters for any disciplinary actions within the department.
- Assign staff to other department heads requiring additional assistance for short-term projects as needed.

**Office Management Administration**:

- Order and/or oversee the ordering of supplies needed by the Management Office (including Resident Services) to perform their necessary duties, including stationery, copy paper, postage, timecards, and general office housekeeping items such as dish soap, etc.
- Assist in obtaining information/bids from suppliers/contractors for supplies, equipment and services of the department, such as vehicle decals, amenities passes, pet ID tags, photo ID cards, and related software, etc.
- Processes and reviews bills for the Resident Services and Management Office equipment and services.
- Ensure Move-in and move-out inspection schedules are set and conducted properly.
- Plan special projects such as Annual Registration and Annual Community Shred Event.

**Equipment Maintenance**:

- Ensure all department equipment is in good repair, including computer hardware and software, photo ID hardware and software, cameras, etc.

**Budget**:

- Obtain input from Resident Services staff regarding budgetary suggestions, such as fee schedules.

**OTHER DUTIES**:

- As needed or assigned by the General Manager or Deputy General Manager and Department Directors.

**ADDITIONAL INFORMATION**:
A pre-employment background check and drug screening will be required prior to hire.

**BENEFITS**: Generous benefits package, with health, dental, and life insurance available. The employer pays 90% of health insurance for employees. A ret