Customer Service Manager
HOALiving HOALiving Draper, UT Draper, UT Full-time Full-time Estimated:
$48.
6K - $61.
6K a year Estimated:
$48.
6K - $61.
6K a year 2 days ago 2 days ago 2 days ago Summary PURPOSE OF THE POSITION:
? The Customer Service Manager will be personable and able to adapt to any conversation to help satisfy customer concerns - through training and demonstration to the Customer Service Representatives, Assistant Community Managers and all other HOALiving employees - promoting the corporate mission to internal and external customers.
Duties
Responsibilities:
Training staff to deliver a high standard of customer service Leading or supervising a team of customer service staff Improving customer service procedures, policies and standards for the entire company Keeping ahead of developments in customer service by reading relevant publications, going to meetings and attending courses Meeting with other managers to discuss possible improvements to customer service Providing help and advice to customers using multiple service interfaces Communicating courteously with customers by telephone, chat, text, email, letter and face-to-face Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service representatives Handling customer complaints or any major incidents Issuing credits to customers in accordance with community guidelines Keeping accurate records of discussions or correspondence with customers analyzing statistics or other data to determine the level of customer service HOALiving is providing producing written information for customers, often involving use of computer packages and software Developing feedback or complaint procedures for customers to use Involvement in staff recruitment and appraisals Learning about HOALiving products or services and keeping up to date with changes KNOWLEDGE, SKILLS AND ABILITIES:
Skills:
The incumbent must possess the following skills:
Excellent interpersonal skills Analytical and problem-solving skills Effective verbal and listening communication skills Attention to detail and high level of accuracy Very effective organizational and time management skills Computer skills including the ability to operate spreadsheets, word processing programs, email at a high proficiency level and type a minimum of 50 wpm Customer focused Managing a team of customer service staff Requirements WORK
Experience:
Four-years minimum experience in working in a customer-focused and fast-paced environment, trained on how to communicate effectively in business; and demonstrated ability to train and motivate co-workers (subordinates and superiors).
Bilingual (English/Spanish) preferred.
WORKING CONDITIONS:
Physical Demands:
The Customer Service Manager may spend long hours sitting and using office equipment and computers but will also require walking community inspections.
This position also requires some lifting of supplies and materials from time to time.
Environmental Conditions:
This position is located in a busy, open area office.
The incumbent will be faced with interruptions and must meet with others on a regular basis.
Mental Demands:
There are a number of deadlines associated with this position, which may cause stress.
The incumbent must deal with a wide variety of people on various issues.
This position will require the incumbent to work 45-50 hours per week.
Nice To Haves Personal Attributes:
The incumbent must also demonstrate the following personal attributes:
Be honest and trustworthy Be respectful Be flexible Demonstrate sound work ethics Pleasant demeanor Good sense of humor About Us HOALiving is a network of community association management and service companies.
We believe community associations can and should exceed the expectations of their residents.
We work toward this ideal by identifying and meeting the evolving needs of the homeowners, boards, management, developers, builders, municipalities, contractors, and volunteers who are involved with community associations, by being a transparent forum for the collaborative exchange of knowledge and information, and by helping this team learn, excel and achieve.
Our vision is reflected in community associations that become better - even preferred - places to call home.
Serving over 200 communities across Utah, and Southern Idaho, HOALiving is the recognized leader among all management firms in community association management - managing condominiums, townhomes, PUD's, office condominiums, and other common-interest communities - and is Utah and Southern Idaho's only portfolio Accredited Association Management Company (AAMC).
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$48.
6K - $61.
6K a year Estimated:
$48.
6K - $61.
6K a year 2 days ago 2 days ago 2 days ago Summary PURPOSE OF THE POSITION:
? The Customer Service Manager will be personable and able to adapt to any conversation to help satisfy customer concerns - through training and demonstration to the Customer Service Representatives, Assistant Community Managers and all other HOALiving employees - promoting the corporate mission to internal and external customers.
Duties
Responsibilities:
Training staff to deliver a high standard of customer service Leading or supervising a team of customer service staff Improving customer service procedures, policies and standards for the entire company Keeping ahead of developments in customer service by reading relevant publications, going to meetings and attending courses Meeting with other managers to discuss possible improvements to customer service Providing help and advice to customers using multiple service interfaces Communicating courteously with customers by telephone, chat, text, email, letter and face-to-face Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service representatives Handling customer complaints or any major incidents Issuing credits to customers in accordance with community guidelines Keeping accurate records of discussions or correspondence with customers analyzing statistics or other data to determine the level of customer service HOALiving is providing producing written information for customers, often involving use of computer packages and software Developing feedback or complaint procedures for customers to use Involvement in staff recruitment and appraisals Learning about HOALiving products or services and keeping up to date with changes KNOWLEDGE, SKILLS AND ABILITIES:
Skills:
The incumbent must possess the following skills:
Excellent interpersonal skills Analytical and problem-solving skills Effective verbal and listening communication skills Attention to detail and high level of accuracy Very effective organizational and time management skills Computer skills including the ability to operate spreadsheets, word processing programs, email at a high proficiency level and type a minimum of 50 wpm Customer focused Managing a team of customer service staff Requirements WORK
Experience:
Four-years minimum experience in working in a customer-focused and fast-paced environment, trained on how to communicate effectively in business; and demonstrated ability to train and motivate co-workers (subordinates and superiors).
Bilingual (English/Spanish) preferred.
WORKING CONDITIONS:
Physical Demands:
The Customer Service Manager may spend long hours sitting and using office equipment and computers but will also require walking community inspections.
This position also requires some lifting of supplies and materials from time to time.
Environmental Conditions:
This position is located in a busy, open area office.
The incumbent will be faced with interruptions and must meet with others on a regular basis.
Mental Demands:
There are a number of deadlines associated with this position, which may cause stress.
The incumbent must deal with a wide variety of people on various issues.
This position will require the incumbent to work 45-50 hours per week.
Nice To Haves Personal Attributes:
The incumbent must also demonstrate the following personal attributes:
Be honest and trustworthy Be respectful Be flexible Demonstrate sound work ethics Pleasant demeanor Good sense of humor About Us HOALiving is a network of community association management and service companies.
We believe community associations can and should exceed the expectations of their residents.
We work toward this ideal by identifying and meeting the evolving needs of the homeowners, boards, management, developers, builders, municipalities, contractors, and volunteers who are involved with community associations, by being a transparent forum for the collaborative exchange of knowledge and information, and by helping this team learn, excel and achieve.
Our vision is reflected in community associations that become better - even preferred - places to call home.
Serving over 200 communities across Utah, and Southern Idaho, HOALiving is the recognized leader among all management firms in community association management - managing condominiums, townhomes, PUD's, office condominiums, and other common-interest communities - and is Utah and Southern Idaho's only portfolio Accredited Association Management Company (AAMC).
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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