Client Services Director

2 weeks ago

Seal Beach, California, United States Golden Rain Foundation Full time
Job Title: Client Services Manager

Golden Rain Foundation is seeking a highly skilled and experienced Client Services Manager to join our team. As a key member of our operations team, you will be responsible for planning, directing, and coordinating administrative services to ensure excellent customer service delivery.

Key Responsibilities:
  • Direct and manage daily operations of the Client Services team, ensuring timely and satisfactory resolution of resident inquiries and complaints.
  • Conduct regular performance reviews, provide coaching, and ensure team members meet or exceed service expectations.
  • Develop and implement training programs to equip team members with the skills and knowledge necessary to provide top-notch service.
  • Ensure adequate staffing levels and fair workload distribution to meet customer service demands.
  • Analyze internal processes and recommend procedural changes to improve operations and efficiencies.
  • Handle escalated resident inquiries or complaints, ensuring timely and satisfactory resolution.
  • Establish and maintain customer service policies, procedures, and standards that align with organizational values.
  • Oversee all resident-facing communications, ensuring clarity, professionalism, and timely responses.
  • Implement and manage systems for logging resident inquiries and complaints, ensuring follow-up and accountability.
  • Attend monthly meetings for various GRF committees, prepare agendas, meeting minutes, and agenda packets, and follow through on action items.
  • Plan, organize, and oversee the distribution of large-scale annual mailings to residents, ensuring timely and accurate delivery of materials.
  • Oversee and maintain off-site record storage at Iron Mountain, ensuring proper record retention, retrieval, and compliance with organizational policies.
  • Responsible for overseeing and managing the processing, tracking, and fulfillment of member records requests.
  • Ensure that policies, procedures, rules, and regulations are properly communicated to appropriate individuals.
  • Advises the Executive Manager regarding matters concerning the organization.
  • Meets contractual obligations for the department.
Requirements:
  • A minimum of 2 years of Property management and/or HOA management experience in a similar position.
  • Bachelor's degree in Business Administration from an accredited college or university or equivalent combination of education and experience.
  • CMCA—Certified Manager of Community Associations or other CAI designation preferred or ability to obtain within 6 months of employment.
  • A valid California driver's license and a satisfactory driving record are conditions of initial and continued employment.
Work Environment:

The Client Services Manager will work in an office environment with exposure to heating, air conditioning, fluorescent and incandescent lighting, machine sounds, moderate noises from co-workers and visitors, and office equipment.

May be exposed to outdoor conditions if meeting locations outside usual office space.

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