Position Title:
Director of Homeowner Service Center
Position Purpose:
Oversees Homeowner Services contact center to ensure they are responding to customer contacts for routine billing and community inquiries with a sense of care and urgency. Oversees the Community Association Manager (CAM) Administrative Assistant Teams to ensure they provide superior support to our CAMs, and superior service to our board members and homeowners. Ensures the department is meeting internal service level goals and other commitments contained within our management agreements.
Primary/Essential Duties & Responsibilities
Recruits, coaches, and supervises three Team Leaders.
Develops, monitors, and reports monthly stats, key metrics, and service levels to ensure the department is performing at a high level to meet our customer’s expectations.
Ultimately responsible for the development of the department, and as the business evolves must have the ability to adjust, balance, and maneuver resources to meet business needs.
Develops and updates standard operating procedures and training materials.
Monitors and configures key elements within Contact Center operations—designing agent groups, users, queues, channels, scripts, transaction codes and many other things that direct how customer transactions are handled during both work and off hours.
Monitors and maintains Help Scout workflows to ensure the timely processing of and response to customer (internal and external) inquiries in both Homeowner Services and Community Services.
Acts as company liaison for our after-hours Answering Service. Provides them current property and contact listings, and ensures they are aware of which CAM is on call. Also, advises them of holiday or event closures.
Maintains our pool key request website to ensure owners can request their pool keys/fobs/cards on-line.
Monitors New Owners’ site to ensure welcome letters and violation letters are processed in a timely manner.
Knowledge & Skill Requirements:
3-5 years supervisory experience in a customer service contact center
3-5 years of experience supervising a team providing administrative support to 25 or more managers or professionals
Good team leadership and motivational skills
Strong organizational skills
Computer literate with strong understanding of financial and database concepts and working knowledge of Excel, Powerpoint, Word, and Outlook with ability to create and present data to targeted audiences, both internal and external, in a professional manner.
Ability to multi-task
Ability to interface with all levels of employees as well as a diverse homeowner population
Excellent oral and written communication skills.
Strong knowledge of contact center systems, processes and procedures.
Coaching and facilitation skills.
Excellent decision-making, analytical and problem-solving skills required with the ability to make both routine and difficult decisions in a fast-paced, high stress environment.
Experience with handling escalations and resolving problems.
Property Management experience very helpful
College BA/BS degree required
Physical Demands & Work Environment
This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
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.
This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.