Customer Service Manager (Call Center)

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Job description

Our company is an industry leader, and we believe that our employees are our greatest strength. We are looking for an Operations Center Customer Service Manager who is passionate about helping our customers and be a customer advocate inside the company.

This person will be responsible for coordinating the day-to-day execution of the tactical operational requirements while striving to exceed customer expectations.From the moment of hire until the time they leave the organization, we want employees to be engaged in their jobs. Our ideal candidate will be skilled in understanding customers requirements and solving them in the same point of contact. This exciting, challenging, and rewarding opportunity for a detail-oriented, results-driven candidate, motivated to develop a distinguished career in a fast-growing organization centered around the real estate market.

Conrex is the leader in transforming single-family homes into affordable rental properties and we pride ourselves in hiring only the best and brightest candidates looking to succeed.

Key Activities:

• Establishes and Implements Department Processes, Procedures and Policies
• Develops and implements policies for Customer Service.
• Responsible for employees training and development.
• Partners with the management team to align customer service department policies and systems with the company's objectives.
• Oversees customer issues and ensure effective and long-term problem resolution.
• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction
• Develop and promotes a Customer Service culture across Conrex
• Maintains an in-depth working knowledge of Conrex systems and processes.
• Sets performance standards to meet Customer Service goals of the company.
• Coaches Customer Service Team in order to achieve high performance.
• Structures the training agenda for department members.
• Measures Customer Service Representatives performance and makes employment decisions.
• Provides feedback to the company regarding service failures or customer concerns.
• Provides feedback to the Operations team to ensure all customers have accurate and timely information on order status and/or changes.
• Maintain all processes currently, handle Customers Escalations (complaints) and establishes best practices
• Works continually towards self-development to stay current on customer service, sales, and supervisory procedures & practices.
• Assists Customer Service Agents in troubleshooting calls, email and Customer communications in general that require special handling.
• Deals directly with all BBB complaints
• Responds to customer inquiries and problem-solving in a professional and effective fashion.
• Acts as a resource in resolving customer issues brought to the OPS Center Agents by utilizing Conrex process knowledge and strong skills in negotiating and selling.
• Performs other related duties as assigned.

Supervisory Accountabilities:

• This position manages all employees of the OPS Center Customer Service and is responsible for the performance management and hiring of the employees within that department.

Key Outcomes:

• Perform well under pressure.
• Maintain a positive attitude at all times.
• Have the ability to create and have fun while accomplishing the goals of the team.
• Desire to motivate a team of professionals while growing them into leaders.
• Are passionate about their job and want to grow with the company.
• Excellent communication skills
• Highly motivated
• Ability to multi-task in a fast-paced work environment
• Controls key metrics of the Customer Service Department

Key Metrics:

5% Abandon Rate

• In average all OPS Center must answer 95% of the calls every day

95% of Calls Documented in Systems

• Have all agents documenting at least 95% of all inbound and outbound calls in residents profile in TMS

90% One Call Resolution

• Guarantee that all agents have the needed training and/or coaching needed to satisfactory resolve 90% of all calls in the same call

95% Process Adherence (Quality)

• Listen, review and grade at least 3 calls per week per agent to guarantee process and training adherence in 95% of the cases

90% Tenant Tickets Resolution within 48 hours (Call backs and emails)

• If tenant requests a call back and or emails us to 90% of the cases these tickets need to be closed within 48 hours

90% of Coverage and Scheduling to cover all inbound calls

• Guarantee the scheduling is made appropriately to cover the call volume per day per hour

Preferred Education and Experience:

• Bachelors degree in business or related field
• 2 years of management or leadership experience
• Experience with call-center operations
• Minimum 2 years of operations management
• Experience must include budgeting, process mapping, with expertise in identifying areas for improvement and establishing and implementing procedures and performance standards to increase efficiency

Equal Opportunity Employer

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