Resident Services Director

3 weeks ago


Charlotte, North Carolina, United States Community Association Management Full time
Job Title: Resident Services Manager

Job Summary:
A Resident Services Manager plays a vital role in delivering exceptional customer service by leading a team of Resident Service Advisors. This position requires a comprehensive understanding of customer service skills and the ability to manage and direct all aspects of inbound call center operations.

Key Responsibilities:
  • Manage and supervise the activities of Resident Service Advisors to ensure high-quality service delivery.
  • Coordinate with team leaders, supervisors, and third parties to resolve customer issues and improve service quality.
  • Identify areas for improvement and recommend changes to senior management.
  • Monitor interactions to minimize errors and track operative performance.
  • Set performance goals and objectives, focusing on speed, efficiency, and quality.
  • Prepare service reporting metrics, including performance levels and user rates.
  • Recruit and develop employee talent, working with HR to post vacancy ads and liaising with other departments.
  • Develop a positive work environment by motivating, coaching, and retaining staff.
  • Handle complex customer inquiries and complaints through escalations.

Requirements:
  • Ability to develop and motivate staff efficiently.
  • Exceptional communication and business acumen skills.
  • Ability to set and exceed targets.
  • Coaching, training, and developing staff on processes, procedures, and policies.

Experience and Skills:
  • Bachelor's Degree or four years of related work experience.
  • Excellent communication and problem-solving skills.
  • Superior customer service skills.
  • Team building and leadership skills.
  • Previous experience with collections and call center management.
  • Property Management experience with knowledge of HOA Rules and Regulations preferred.
  • Previous experience with CINC a plus.

Work Environment:

40 hour work week, typically 8:00 A.M. - 5:00 P.M. Monday through Friday; overtime as needed. Minimal safety hazards, general office working conditions.

Job Benefits:
Medical, dental, vision, life, 401K, PTO.

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