Client Support Manager

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Job description

Grow as We Grow and Take Your Career to New Heights!

Reporting to the Vice President of Experience, the Client Support Manager is responsible for the operational success of the Valet Living Support team with the end goals of maximizing client/resident satisfaction, client retention and service revenue. This individual will integrate best practices in call center, digital and artificial intelligence (AI) customer care management, serve as the leader of the client support team and is responsible for providing standard-setting resident and client support experiences at Valet Living.

RESPONSIBILITIES/DUTIES:

-Integrate best practices in customer care philosophies, practices and processes from brands inside and outside the multifamily industry throughout the Valet Living Support team to solidify Valet Living as a leader in customer service and satisfaction
-Drive execution of tactical plans; manage internal teams to ensure high quality deliverables
-Utilize a multitude of call center channels including but not limited to, telephone, email, web, live chat, AI, social media, text and voice-activated platforms to ensure delivery of high-quality products and services
-Manage scheduling, reporting, developing, and evaluating call center representative performance and recruiting to ensure that each team member effectively contributes to the organization's client satisfaction and retention goals
-Champion opportunities to consistently improve the Valet Living client experience
-Learn the customer journey and identify opportunities to proactively intervene on client's behalf
-Centralize all education materials and establish an annual/semi-annual review process for all standard operating procedures
-Guide the client support team in effective client issues resolution and handle any escalations
-Contribute to the development of client tactical plans and implementations
-Successfully manage client expectations by ensuring adherence to timelines, budget and quality standards
-Accurately translate client feedback for client teams to implement.
-Build client relationships, confidence, and trust
-Ensure continuous improvement of the resident and client experience by investigating and addressing root causes in a way that benefits clients, residents and the business
-Accumulate data and prepare required reports for department, internal and/or external stakeholders
-Provide mentorship, feedback and performance assessments to team members, including formal corrective action if/when needed
-Document, identify and implement process efficiencies with the goal of continuously improving the service experience for both internal and external constituents
-Use department KPIs to measure and manage associates on the team to meet performance targets that ensure standard-setting support processes are being met
-Outline a process and maintain backup coverage for front desk and other administrative needs
-Perform the work of the client support team to maintain service goals, address escalated calls and manage non-standard customer service-related issues
-Perform other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

-Fierce desire to delight customers and transform complaints into exceptional service experiences
-Outstanding communication skills: written, verbal and listening
-Comfort with multi-tasking and working in a fast pace environment
-Accuracy and attention to detail is a must
-Insight into organizational and operational best practices for customer service
-Experience with "save teams" or other support-driven retention approaches
-Excellent skills in data analysis, communication and problem solving
-Proficiency in Salesforce
-Proficiency in Microsoft Office applications including Excel, Word and PowerPoint
-Ability to translate skills to other associates through training and mentoring
-Project management and employee assessment/accountability measurement
-Technical savvy and ability to learn about our software and hardware
-Ability to identify, track and coach performance issues
-High degree of innovation and independence and the ability to work with minimal supervision
-Tech-savvy orientation and up to date on the latest customer service technology trends
-Creative out of the box thinking
-Experience with Oracle preferred
-Comfort with multi-tasking and working in a fast-paced environment
-Skill in handling confidential matters
-Outstanding brand ambassador
-Able to work with cross-functional teams within the organization

EDUCATION AND EXPERIENCE REQUIREMENTS:

-Bachelor degree in related discipline
-5+ years in a call center-related supervisory or managerial role
-Hospitality/concierge background is a plus
-Outbound call center/inside sales experience is a plus
-Knowledge of/fluency in Spanish language is a plus

PHYSICAL REQUIREMENTS:

-Sedentary work that primarily involves sitting/standing while and working on a computer

SPECIAL CONDITIONS OF EMPLOYMENT:

-Ability to pass a background check and drug screen

Valet Living is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.