Customer Service Team Lead

2 months ago

Richardson, United States Associa Full time
Job Description

This Team Lead/Level II role offers the opportunity to lead a high-performing team and drive excellence in customer service, contributing to the organization's continued success in the community management industry. The Team Lead/Level II will oversee and support a team of contact center specialists in a multi-channel, multi-functional environment, ensuring the delivery of exceptional customer care for a SaaS applications. This onsite role is responsible for guiding the team in serving key stakeholders within the Community Management industry, including HOA boards, directors, homeowners, and B2B partners. The Team Lead/Level II will ensure that service excellence is maintained, with a focus on achieving and exceeding 5-star Google reviews, Net Promoter Scores (NPS), Customer Satisfaction (CSAT), loyalty, and retention goals.

This position plays a critical role in providing Level II technical support, assisting with complex issues, and escalating to higher levels when necessary. The role also involves supporting resale operations and back-office processes like AR/AP, collections, and HOA governance.

Job Duties and Responsibilities

  • Leadership and Team Oversight: Lead and mentor a team of Level I contact center specialists, ensuring consistent performance and development. Provide daily coaching, feedback, and support to achieve operational excellence.
  • Technical Support: Serve as the primary escalation point for complex customer issues, providing advanced troubleshooting and resolutions for SaaS application-related problems.
  • Customer Experience Excellence: Drive the team to achieve and exceed customer satisfaction and loyalty metrics, including 5-star Google reviews, NPS, and CSAT scores. Ensure a customer-first approach in every interaction.
  • Team Performance Management: Monitor key performance indicators (KPIs) and team metrics, such as response time, resolution time, and quality scores, providing feedback and action plans to improve overall performance.
  • Process Improvement: Identify opportunities for process enhancements and collaborate with leadership to implement changes that improve efficiency and customer outcomes.
  • Cross-Functional Collaboration: Work closely with other departments, such as technical support, billing, AR/AP, collections, and HOA governance, to ensure seamless customer service delivery.
  • Training and Development: Facilitate ongoing training for the team on new software features, service standards, and best practices. Provide Level II support training to ensure team readiness.
  • Escalation Management: Ensure timely and accurate handling of escalated customer inquiries, collaborating with other departments to resolve issues quickly and efficiently. 100% of customers follow up and call back.
  • Customer-Centric Culture: Promote a culture of customer excellence within the team by focusing on delivering superior service that aligns with company standards of customer loyalty and retention.
  • Reporting: Generate and analyze performance reports, presenting key insights to management for operational improvements and strategy planning. Must apply common sense understanding on all job-related tasks and interactions
  • Serve as a subject matter expert on all TownSq brand offerings
  • Other duties as assigned.
Shift Hours required: as required by business needs

Requirements
  • Advanced Technical Expertise: Strong understanding of SaaS applications, particularly in community management, including HOA governance, property management, and B2B resale components.
  • Leadership Skills: Proven ability to lead and mentor teams in a contact center environment, driving performance through motivation, coaching, and support.
  • Problem-Solving Abilities: Ability to resolve complex technical issues efficiently, offering practical solutions while managing customer expectations.
  • Customer Service Excellence: Demonstrated commitment to high-quality service delivery with a focus on achieving high customer satisfaction and loyalty.
  • Multi-Channel Communication: Strong skills in handling inquiries via phone, email, chat, and other digital channels.
  • Organizational Skills: Excellent time management, with the ability to handle multiple tasks simultaneously while maintaining attention to detail.
  • Data-Driven Mindset: Experience using KPIs and performance metrics to track progress and identify areas for improvement.
  • Excellent Communication: Strong verbal and written communication skills to effectively engage with customers, team members, and leadership.
Education and Experience
  • Bachelor's degree in business administration, customer service, or a related field, or equivalent work experience.
  • 3+ years of experience in a contact center environment, with at least 1 year in a leadership or supervisory role.
  • Experience in supporting SaaS applications, particularly in the community management or property management sectors.
  • Knowledge of AR/AP, collections, and HOA governance is highly desirable.
Certifications or Licenses
  • Certifications in customer service, leadership, or SaaS application support are preferred.
  • Certified Community Association Manager (CCAM) and ITIL certifications are a plus.


Company Description

With more than 300 branch offices across North America, Associa is building the future of community for more than 7.5 million residents worldwide. Our 15,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 45 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

  • Director of Service Team Lead

    1 week ago

    Richardson, Texas, United States L&S Mechanical Full time

    Job SummaryWe are seeking an experienced Director of Service to lead our service operations across the state of Texas.About L&S MechanicalL&S Mechanical is a leading tri-trade provider of turnkey plumbing, HVAC, and electrical installation services in the Texas, South Carolina, North Carolina, and Georgia residential housing markets. With a strong presence...

  • Customer Service Specialist

    3 days ago

    Richardson, United States Service Experts Full time

    Position: Customer Service Specialist Location: Field Support Office, 3400 N Central Expy Suite 410, Richardson, TX 75080 (on-site) Schedule : 9:30am-5:30pm CST (includes weekends with two consecutive weekdays off) Pay: $18.50 per hour Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our...

  • Restaurant Customer Service Team Member

    1 month ago

    Richardson, United States Jason's Deli Full time

    Jason's Deli - 165 S. Plano Rd. [Restaurant Associate / Crew Member] As a Restaurant Customer Service Team Member at Jason's Deli, you'll: Prioritize work tasks while anticipating customers needs; Coordinate with co-workers to ensure an out-of-this-world dining experience; Maintain an organized system to keep track of multiple takeout and delivery orders;...

  • Restaurant Customer Service Team Member

    3 months ago

    Richardson, United States Jason's Deli Full time

    Jason's Deli - 101 S Coit Rd #385 [Restaurant Associate / Crew Member] As a Restaurant Customer Service Team Member at Jason's Deli, you'll: Prioritize work tasks while anticipating customers needs; Coordinate with co-workers to ensure an out-of-this-world dining experience; Maintain an organized system to keep track of multiple takeout and delivery orders;...

  • Customer Service

    4 hours ago

    Richardson, United States L and S Mechanical Full time

    Job Type Full-timeDescriptionAbout L&S MechanicalHeadquartered in Richardson, Texas, L&S Mechanical ("L&S") is a leading tri-trade provider of turnkey plumbing, HVAC, and electrical installation services in the Texas, South Carolina, North Carolina and Georgia residential housing markets. Founded in 1985, L&S serves large production homebuilders in Dallas /...

  • Customer Service Representative

    5 months ago

    Richardson, United States Associa Full time

    Job Description The Customer Service Associate is responsible for assisting customers with any troubles or inquiries that they might have. Often, customer service associates help customers over the phone or via email, but they may also deal with customers in person. A customer service associate must possess a service-oriented attitude, as well as a friendly...

  • Maintenance Team Lead

    1 week ago

    Richardson, Texas, United States Atrium Hospitality Full time

    Atrium Hospitality is seeking a seasoned Maintenance Team Lead to oversee our engineering staff and ensure seamless day-to-day operations at our Richardson Renaissance hotel. As a key member of our team, you will be responsible for maintaining the highest standards of maintenance services, ensuring guest satisfaction, and driving team performance.**Job...

  • Customer Service Advocate

    7 days ago

    Richardson, Texas, United States Randstad Full time

    Role OverviewWe are seeking an experienced Customer Service Advocate to provide exceptional support to consumers in the residential HVAC industry.About the JobThis role involves handling consumer inquiries, resolving issues, and providing guidance on equipment use, warranty details, and product options. The ideal candidate will have excellent communication...

  • Customer Service

    3 hours ago

    Richardson, United States Smart AutoCare Full time

    Are you tired of working nights and weekends? Are you tired of unreliable paychecks or schedules? We offer a set 40-hour week schedule with hours starting as early as 6 a.m. to 11:15 a.m. and ending between 3:45 p.m. to 8 p.m. Our schedules provide flexibility for early or late risers.Have you wanted to leave the retail or service industry but don't know...

  • Customer Service Representative

    2 months ago

    Richardson, United States Air Distribution Technologies Full time

    What you will do: Air Distribution Technologies an HVAC Manufacturer is seeking a Customer Service Representative position for our Richardson, TX location (this is not a remote position). Under general supervision you must be able to provide support for accounts and support to all channels such as Customers, Regional Sales Managers, Engineers, Plants, etc....

  • Customer Service Representative

    2 months ago

    Richardson, United States Air Distribution Technologies, Inc. Full time

    What you will do:Air Distribution Technologies an HVAC Manufacturer is seeking a Customer Service Representative position for our Richardson, TX location (this is not a remote position). Under general supervision you must be able to provide support for accounts and support to all channels such as Customers, Regional Sales Managers, Engineers, Plants, etc....

  • Customer Service Associate

    4 weeks ago

    Richardson, Texas, United States PrideStaff Full time

    PrideStaff is seeking a highly skilled Customer Service Representative to join our team. In this role, you will be responsible for providing top-notch customer service via phone and resolving customer inquiries in a professional and timely manner.About the Role:As a Customer Service Representative, you will:Answer inbound calls from customers in a...

  • Customer Service Ambassador

    1 week ago

    Richardson, Texas, United States Dealership in DFW Metroplex Full time

    About Richardson Chrysler Jeep DodgeWe are a leading dealership in the DFW Metroplex, committed to delivering exceptional customer experiences.

  • Customer Service Ambassador

    1 week ago

    Richardson, Texas, United States Thien Thai - State Farm Agent Full time

    Job SummaryWe are seeking a skilled Customer Service Ambassador to join our team as an Agent Team Member. This role offers a unique opportunity to build customer relationships, learn valuable skills, and advance your career within our agency.

  • Customer Service Representative

    3 months ago

    Richardson, United States Lennox Full time

    Company Overview: WHO WE ARE: ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory...

  • Customer Service Liaison

    5 days ago

    Richardson, Texas, United States Associa Full time

    Job DescriptionOverviewThe Customer Service Representative role at Associa is an exciting opportunity to make a positive impact on our customers' lives. As a crucial member of our team, you will be responsible for providing exceptional customer service, resolving issues, and ensuring customer satisfaction.Key ResponsibilitiesActs as the first point of...

  • Customer Service Representative

    3 weeks ago

    Richardson, Texas, United States Jimmy John Full time

    Jimmy John's Delivery Driver Job DescriptionAt Jimmy John's, we're looking for reliable and customer-focused Delivery Drivers to join our team. As a Delivery Driver, you'll be responsible for delivering our signature sandwiches to customers in a timely and courteous manner. Responsibilities:• Deliver sandwiches to customers in a timely and efficient...

  • Customer Service Representative

    1 month ago

    Richardson, Texas, United States AlienVault Full time

    Job OverviewThis role reports to our location and works in center 3-4 days weekly and remotely from home 1-2 days weekly. As a member of our team, you'll redefine customer service, creating meaningful connections with each customer. Every interaction is an opportunity to introduce the latest technology, services and offers. While you drive to meet your daily...

  • Customer Service Representative

    1 month ago

    Richardson, United States Associa Full time

    The Customer Service Associate is responsible for assisting customers with any troubles or inquiries that they might have. Often, customer service associates help customers over the phone or via email, but they may also deal with customers in person. A customer service associate must possess a service-oriented attitude, as well as a friendly and personable...

  • Customer Service Representative

    2 months ago

    Richardson, United States Associa Full time

    The Customer Service Associate is responsible for assisting customers with any troubles or inquiries that they might have. Often, customer service associates help customers over the phone or via email, but they may also deal with customers in person. A customer service associate must possess a service-oriented attitude, as well as a friendly and personable...