11 Contact Center Manager Jobs in Kirkland, WA
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Contact Center Manager
$78k-108k (estimate)
Full Time
1 Month Ago
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Weidner Apartment Homes is Hiring a Contact Center Manager Near Kirkland, WA
Salary Range: $62,000 - 70,000
As a leader you will be the glue that ensures that 90% of all calls that come to the contact center are answered and callers have a pleasant if not fantastic experience. This role is at the national level and will be responsible for leading, training, and managing a team (one of three contact center teams) that include 7 -12 National Leasing Agents as part of a centralized leasing team responsible for answering leasing and resident calls for 300 properties/ 67,000 apartment home units. In this position the associates will monitor daily efficiencies of the contact center agents, quality control of calls and ensure all calls, chats and texts are routed and responded to in a timely fashion.
Performance – Setting New Standards. . .
- This position will cover the direct management of associates, mentorship, counsel forms related to non performance, onboarding and training opportunities.
- Responsible for determining team schedules for predicted seasonal call volume.
- Mentor teammates through challenges and learning opportunities.
- Responsible for weekly management of bonus tracking for each associate’s potential monthly performance bonus as well as Status Hero check ins, and department reports.
- Responsible for quality control of the property product knowledge base to ensure the most accurate information is listed for all agents to relay to customers.
- Ability to receive and jump into escalations from agents that are stuck or require assistance to help push a conversation forward. This manager will manage escalated customer service calls, maintenance requests and heightened/ frustrated callers, must be willing to overcome objections, deescalate and find satisfactory conclusion.
- Ability to trouble shoot yardi software, zoom, chatbots, virtual tours, escalate issues, and replicate them to ensure correct parties are notified to resolve.
- Be willing to lead teams chats, engage with ones teams digitally and maintain high spirits of team through challenges, and create an environment where all associates thrive.
- Responsible for listening to calls, customer interactions and scoring those calls, providing feedback, room for improvement or kudos where applicable.
- Demonstrate a commitment to continuous learning and growth by developing and maintaining in-depth knowledge of each property within Weidner’s 300 property portfolio and the amenities they offer across 12 states and Canada.
- Respond promptly to incoming calls from potential prospective renters, converting inquiries into property tours and future appointments while offering personalized assistance to create memorable interactions.
What we value. . . OUR PEOPLE
- Actively participate in a positive team environment through teamwork, communication and excellence in service; communicate regularly with Department Head.
- Actively demonstrates the values of the Weidner Customer Service Vision to team members, associates and external customers.
- Actively demonstrates the values of the Weidner Quality Standards.
Accomplishment through honesty, trust and mutual respect. . .
- Follow Weidner’s Mission, Vision and Values and comply with all Weidner policies and procedures as outlined in the Associate Handbook and Policy and Procedure Manual, as well as Fair Housing rules and regulations
- Prompt with regular attendance and maintain a professional appearance at all times while on duty.
Qualifications
- High School Diploma or GED equivalent required. Some college or degree a plus.
- Customer service-oriented to provide a positive experience over the phone.
- Detail-oriented and accurate data entry skills.
- Adaptability to learn and adapt to changing property details and procedures.
- Knowledge of Yardi’s CRM systems is advantageous.
- Ability to sit at a workstation for long periods of time
- Must be able to work out of a regional or home office location.
- This position requires 1 year or more of call center experience as a team lead/ manager or 2 years of management experience in the multifamily industry to apply.
- Ability to multitask while on the phone to operate multiple softwares while reducing dead air during customer interactions.
- Excellent project management, organizational, and time management skills
- Able to provide creative solutions to complex problems
- Excellent verbal, written communication skills as well as interpersonal skills
- Must agree to a criminal background check and sign an agreement for voluntary drug testing.
- Valid and current driver’s license.
Job Summary
JOB TYPE
Full Time
SALARY
$78k-108k (estimate)
POST DATE
03/28/2024
EXPIRATION DATE
04/27/2024
WEBSITE
weidner.com
HEADQUARTERS
TOTEM LAKE, WA
SIZE
500 - 1,000
FOUNDED
1977
CEO
DEAN WEIDNER
REVENUE
$10M - $50M
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The following is the career advancement route for Contact Center Manager positions, which can be used as a reference in future career path planning. As a Contact Center Manager, it can be promoted into senior positions as a Contact Center Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Contact Center Manager. You can explore the career advancement for a Contact Center Manager below and select your interested title to get hiring information.
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