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Customer Service Manager

1 month ago

Chicago, United States Cotter Consulting Full time

Description:
**REPORTS TO: Program Director**

**SUPERVISES: Customer Services Representatives**

**OVERALL** **OBJECTIVE**: Manage the procedures for enrolling participants, collecting agreements/paperwork,

scheduling in-home appointments and answering homeowners’ questions during the course of their participation in the Program.

**JOB** **COMPLEXITY/SCOPE**: Manage the customer services of the program to ensure homeowner satisfaction.

**SUPERVISION**:Acts independently to determine methods and procedures on all assignments. Supervises others.

**FLSA** **STATUS**: Exempt

**JOB DUTIES**: Performs the below duties and all other duties as assigned.
- Train and manage the Customer Service Representatives and Office Clerks.
- Create procedures for Customer Services staff including all computer file templates, tracking forms, and database entries.
- Updates Homeowner booklets for each Program year.
- Distribute homeowner briefing invitation letters and invitee lists to communities; schedule and prepare agendas for homeowner briefings.
- Attend homeowner briefings to assure accurate set up; manage Customer Services staff at briefing.
- Attend and / or conduct homeowner briefings and assist in answering participant questions in the Q &A session.
- Prepare and update form letters and forms sent to participants during the course of their involvement in the program.
- Address participant phone calls that Customer Services Representatives may not be able to answer or resolve and determine if the call needs to be escalated to the Manager of Construction Management of the Program Director.
- Report on the progress of the Customer Services efforts and Homeowner Participation to the CDWM at weekly meetings.

**Requirements**:
**QUALIFICATIONS AND REQUIREMENTS**:

- Bachelor’s degree required and 5+ years of relevant customer service experience.
- Minimum 4 years related administration experience and management experience preferred.
- Experience working with public entities (CDWM, CDA, CDOT, CTA, etc.) preferred.
- Fluent in Spanish or Polish preferred.

**REQUIRED COMPETENCIES**:

- Flexibility and Adaptability_
- Recovers from disappointments and setbacks.
- Works effectively with unstructured teams, situations, or environments.
- Helps others adapt to changing environments and accept new situations.
- Learning Oriented_
- Works to create a climate that values learning as a lifelong professional requirement.
- Leads in establishing a climate that views errors and failures as learning opportunities.
- Seeks opportunities to help others learn as teacher, coach, and mentor.
- Oral Communications_
- Facilitates effective communication with senior technical and business associates.
- Interacts with a wide variety of technical and business audiences.
- Analyzes, determines, and presents the right message, verifying it is received as intended.
- Effectively presents to clients, delivering key messages clearly and succinctly.
- Teamwork_
- Promotes focus on team accomplishments, sharing credit.
- Monitors individual and team morale; intervenes appropriately.
- Evaluates individual and team effectiveness; recommends or makes improvements.
- Problem Solving_
- Identifies and documents specific problems and resolution alternatives.
- Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
- Facilitates reconciliation rather than divisiveness among individuals.
- Written Communication_
- Produces written materials in business
- and industry-specific technical language. Adapts writing - language, form, style, tone
- to different audiences.
- Reviews the written materials of others and provides feedback and coaching.

**PHYSICAL AND MENTAL REQUIREMENTS**:
Job duties in an office setting require the following:

- Ordinary ambulatory skills sufficient to move throughout the office.
- The ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force constantly to move objects.
- Good hand-eye coordination; the ability to reach with hands and arms; and arm, hand, and finger dexterity, including the ability to grasp.
- Close visual acuity to use a keyboard, operate office equipment, prepare and review data and figures, and view a computer monitor.
- The ability to talk and hear.
- The ability to work in an upper level of a high-rise office building (Cotter Chicago office and some client offices).
- The ability to handle temperature changes consistent with inside environmental conditions.
- Mental abilities including remembering, reasoning, concentrating to remain on task, reading, problem solving, managing concurrent tasks, and the ability to understand and follow directions.

For job duties that require visiting a construction work site, the following is required:

- Normal color vision.
- The ability to ascend and descend ladders, stairs, scaffolding, ramps, etc., using feet and legs and/or hands and arms.
- The ability to move across uneven surfaces and the

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