Customer Relationship Manager

4 weeks ago

Gaithersburg MD USA, United States Housing Opportunities Commission Full time
Job Description:

The Housing Opportunities Commission of Montgomery County (HOC) is seeking a highly skilled and experienced professional to join our team as a Customer Relationship Manager. This is a first-line supervisory and administrative level position responsible for the strategic planning and execution of all HOC Call Center operations.

The successful candidate will be responsible for ensuring excellent customer service is provided by the Call Center and customer-facing staff. This includes providing ongoing support and training to customer-facing staff, gathering accurate and timely information by collaborating with other departments, and researching best practices in the industry to make recommendations on how they can be applied to the Call Center operations.

The ideal candidate will have a strong background in customer service, quality management, and workforce planning. They will also have excellent communication and interpersonal skills, with the ability to work effectively with staff at all levels of the organization.

Key Responsibilities:

  • Ensure excellent customer service is provided by the Call Center and customer-facing staff.
  • Provide ongoing support and training to customer-facing staff.
  • Gather accurate and timely information by collaborating with other departments.
  • Research best practices in the industry and make recommendations on how they can be applied to the Call Center operations.
  • Interact with customers and de-escalate situations when needed.
  • Generate reports to the executive team as needed.

Requirements:

  • Graduation from an accredited college or university with a bachelor's degree in social work, counseling, or a related field.
  • Minimum of three years' experience in a Call Center environment, with a strong background in customer service, quality management, and workforce planning.
  • Excellent communication and interpersonal skills, with the ability to work effectively with staff at all levels of the organization.
  • Strong analytical and problem-solving skills, with the ability to make recommendations on how to improve Call Center operations.

What We Offer:

  • A competitive salary and benefits package.
  • The opportunity to work for a dynamic and forward-thinking organization.
  • A collaborative and supportive work environment.

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