Call Center Manager

4 days ago

Plantation, United States Castle Group Full time

The ​Resident Services Manager​ is responsible for overseeing the responsibilities for the Resident Services Department, with more emphasis on clarifying procedures and aiding with their enforcement. The Resident Services Manager works in partnership with Property Managers and various affiliated departments.

The ​Resident Services Manager​ provides exemplary service in a manner consistent with the values and mission of the Castle Group. He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service.


Responsibilities

  • Oversees the performance management cycle of the Resident Services Department daily, by serving as a mentor and coach to develop the team.
  • Ensures the daily operations of the department run smoothly.
  • Ensures team handles all walk-in customers in a timely manner.
  • Monitors calls for team to assure compliance with guidelines, reviewing agent’s follow-up reports, and writing meaningful reports for supervisor.
  • Trains new hires and provides ongoing training for team members.
  • Analyzes team performance and response time through ticket management and service level agreements.
  • Processes payroll and time off requests for RSS Team.
  • Conducts annual reviews for direct reports.
  • Implements changes with the departments.
  • Assists residents with complex account balance inquiries.
  • Updates after-hours answering services rosters.
  • Maintains effective communication with team by relaying information regarding ongoing and pending issues to the team.
  • Provides alternate assistance with Resident Services team as needed and covers desk shifts when needed.
  • Develops the skillset and knowledge needed to perform all responsibilities of the Resident Services team when coverage is required.
  • Other duties and responsibilities as assigned.

Supervisory Responsibilities

  • Directly manage the Resident Services team, which included a mix of in-person and remote teammates.
  • Carry out supervisory responsibilities in accordance with Castle’s policies and applicable laws.
  • Responsibilities include interviewing, hiring, and training, developing and mentoring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and Experience

  • High school diploma or equivalency required.
  • Associate’s degree with concentration in business preferred, or equivalent combination of education and experience.
  • CAM license is required.
  • Must possess 3+ years of property management experience, and strong administrative background.

Skills and Abilities

  • Excellent verbal and written communication skills to receive and exchange ideas and information.
  • Excellent interpersonal and conflict resolution skills.
  • Must possess high attention to detail and organizational skills.
  • Strong leadership skills with ability to coach and mentor team.
  • Strong analytical and problem-solving skills.
  • Strong working knowledge of customer service principles and practices.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to act with integrity, professionalism, and confidentiality.
  • Proficient with Microsoft Office Suite or related software.
  • Ability to type 40 WPM with accuracy.
  • Ability to work independently, as well as in a team environment.
  • Multiple language fluency is desirable, but not necessary.
  • Ability to work extended hours, with the greatest need from August through December as needed.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Able to work under pressure, maintain composure and utilize good judgement during emergency/difficult and stressful situations.
  • Ability to lift 15lbs. following appropriate safety procedures.
  • Ability to:
  • Work in a seating position for long periods of time.
  • Extensive use of fingers for typing and visual use of the computer monitor.
  • Handle, grasp, feel objects and equipment.
  • Reach with hands and arms.
  • Repeat various motions with wrists, hands and fingers.
  • Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone.
  • Ability to respond verbally in an understandable, professional manner in person and over the telephone.
  • Ability to stoop and bend.

EQUAL EMPLOYMENT OPPORTUNITY

Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws.

DISCLAIMER

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.

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