What are the responsibilities and job description for the Customer Experience Manager position at Associa?
A Customer Experience Manager oversees a team of customer service agents, ensuring compliance with company policies and high-quality service. Responsibilities include monitoring performance, providing feedback, and arranging training when needed.
Details
Full-time, in office
Salary range: $60,000-70,000
Job Duties and Responsibilities
Duties include but are not limited to:
- Develops, tracks and reports key performance measurements for the unit.
- Develops and implements process and procedures to improve operational efficiency.
- Oversees cross functional work areas targeted to resolve issues raised by customers.
- Manages the customer service operations, which deals directly with customers and is the first point of contact.
- Other duties as assigned.
Requirements:
Knowledge & Skills
- Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.
- Knowledge of general office equipment (copier, fax, phone systems, etc.).
- Knowledge of typical business correspondence (grammar, structure, punctuation, spelling,
etc.) at a proficient level. - Knowledge of conflict resolution techniques at a proficient level.
- Professional communication skills (phone, interpersonal, written, verbal, etc.).
- Professional customer service skills.
- Self-motivated, proactive, detail oriented and a team player.
- Time management and time critical prioritization skills.
Education & Experience
- Bachelors Degree Preferred
- Call Center Management experience preferred
- HOA Management experience preferred
- 5–7 years of directly related or closely related experience
- 3–5 years of Management and/or Supervisory experience
Working Conditions
- Typical office environment
- Overtime may be required
Salary : $60,000 - $70,000