Customer Care Team Lead

Overview

The Community Support Services Team Lead is responsible for the management and oversight of the Community Support Services (CSS) team. The role directly supports the company mission, objectives and goals, and is responsible for the oversight of property management central support services.

Compensation: $26-28/hr first

Service Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future.

• Lead operation and implementation of work processes within the CSS/Admin team.
• Partner with the Community Support Services manager and other leads cross-functionally on execution of company priorities and initiatives that flow in part or in whole through the admin team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the admin team and meet organizational and client objectives.
• In partnership with the Director of Operations, engage, strategize, review, and improve current procedures and policies to enhance efficiencies and processes within the team.
• Provide direct support and oversight to the administrative team; conduct ongoing check-ins as needed, training and development.
• Conduct annual evaluations, develop compensation recommendations for the team, and conduct performance reviews with review and approval of the Director of Operations.
• Work directly with escalated customer inquiries and/or complaints.
• Collaborate with the escalated Connect Manager and Senior Welcome Link Coordinator to ensure information and processes are followed by the administrative and support teams.
• Create necessary internal accounts for new associations.
• Provide and coordinate back-up administrative and reception support as needed.
• Supervise and manage CSS team; assign, monitor, and manage tasks and responsibilities.
• Evaluate performance on a regular basis using Power
  
  BI dashboards and other performance reporting tools.
• Assist in recruiting, interviewing, hiring, and training members of the team; provide coaching and disciplinary actions as necessary.

• Ability to build and maintain positive working relationships.
• Strong communication skills, written and verbal.
• Well-developed interpersonal aptitude including excellent organizational abilities.
• Effective problem-solving and collaborative abilities.
• Skills and/or aptitude for managing a systems-based approach to administrative support.
• Must maintain regular and punctual attendance; any alterations to schedule must be reviewed and approved in advance by your supervisor.

• Office management and previous supervisory experience required.
• High school diploma or GED required.
• Associate’s or Bachelor’s degree in business or property management and/or at least 5 years of transferrable work experience preferred.
• Basic proficiency in MS PowerPoint, Excel and Word strongly preferred.

• General office equipment.

• Sitting at a desk; use of keyboard; movement within Corporate Office.
• Must be able to sit for extended periods of time.
• Ability to lift up to 50 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings. Schedule is subject to change based on business needs.

• Medical, dental, and vision plans (full time and part time 30+ hours).
• Part time 20+ hours qualify for dental and vision.
• 401K match.
• Time off including vacation, sick, and company paid holidays.
• Pet insurance available.
• Tuition reimbursement.
• Legal services.
• Free emotional wellbeing and daily life assistance support for all associates.
• Domestic partner coverage.
• Health savings account.
• Flexible spending account.

First Service Residential transforms the property…