Customer Support Team (CSS) Manager

Job Overview:

As a Manager of our Customer Care Team provides leadership to critical internal teams that are at the heart of our client deliverables. The Manager is responsible for overseeing Team Leads/Supervisors, their direct reports (approx. 20 associates), and CSS tasks. The Manager, CSS, works collaboratively with Property Management to ensure needs are fulfilled in a timely and accurate way. This function identifies opportunities for continuous improvement, peopledevelopment and internal relationship management to enable the team to be effective and ensure the requirements of the business are met.

Your Responsibilities:

• Ensure service excellence is the focus across all team members in the department and that consistent, quality service and prompt resolution to all requester inquiries (tickets) is executed
• Conduct regular audits on open and closed tickets and work orders to ensure team is meeting and delivering defined service-level agreements (SLA) and key performance indicators (KPI). Periodically review and resolve escalated inquiries
• Escalate urgent / complex inquiries and work with appropriate cross functional departments to ensure resolution. Handle escalations of inquiries/tickets
• Make recommendations and implement process improvements to streamline and continuously enhance service offered to managers/management
• Provide coaching/training or assistance with providing resolutions to requesters as required
• Coordinate with the RSS (Resident Support Services) leader(s) to cross train associates and identify opportunities for additional cross functional collaboration
• Coordinate and coach on best practices to support the Property Management and Regional Director teams.
• Leads with the mindset of a Talent Champion – a leader who ensures that each member of the team is coached, supported, developed, listened to, throughout their career with the company
• Proposes solutions and enhancements for the CSS teams and overall business in conjunction with the Director of Operations
• Manages and oversees the CSS team and their direct reports, including managing team performance, accuracy, SLA, conducting the necessary coaching to manage performance as required, approving timecards, vacation requests, etc.
• Be able to interpret and understand dashboards and other analytics, reports and data, to make decisions and recommendations and manage team performance and department SLA
• Manages and implements continuous process improvements
• Keeps up to date with software updates and implements change/upgrades as software allows
• Create, build and update Standard Operating Procedures (SOP’s)
• Create, build and update process flows/mapping
• Generate reporting for various stakeholders with the Market and Regional Operations and Executive Leadership team
• Create and maintain a wide variety of reporting for the Operations team
• Conduct interviews and hire CSS agents and Supervisors/Team Leads
• Conduct and/or coordinate new-hire training for CSS agents and Supervisors/Team Leads
• Facilitates process changes and improvements within ZenDesk
• Reviews Net Promoter Score (NPS) surveys and provides feedback to team members and other departments as needed
• This role requires travel to other locations based on Company needs in accordance with our Travel and Entertainment policy.
• Additional assignments and duties may be assigned from time to time

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Practice and adhere to FirstService Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Participate in leadership development sessions and training to support continued growth as a people leader.
• Follow all policies and Standard Operating Procedures as instructed by Management.
• Perform any range of special projects, tasks and other related duties as assigned.

Skills - Qualifications:

• The ideal candidate will be either:
  • A team leader from a service industry setting (hospitality, property management or similar), with experience in responding to customers in writing or via email.

OR

• A call center supervisor with experience improving processes and systems, and experience administering a ticketing system (ideally, Zendesk)

Preferred candidates will also bring:

• Bachelor’s degree in business or related field preferred, or equivalent combination of education and experience.
• Advanced proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, Visio, etc.).
• Experience in data analytics, goal setting and performance management

Knowledge, Skills, - Proficiencies:

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.

• Team management
• Interact effectively, communicate clearly, and understand meeting the needs of others.
• Excellent organization, planning, motivation and interpersonal skills.
• Critical thinking, complex problem solving, judgment, and decision-making ability.
• Must have a strong work ethic and be detail-oriented with excellent multitasking skills.
• Ability to prioritize work, meet deadlines and work well under pressure.
• Ability to work with sensitive or confidential information.
• Ability to work in a team environment as well as independently and be self-driven
• Ability to balance policy and consistency with customer needs and the needs of the business

What We Offer:

As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Compensation: $70000 / year

Disclaimer:

This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.