Description

SUMMARY 

This position is the backbone of our property management services and serves an integral part of being a professional landlord. The primary goal of this position is to retain clients through efficient and effective communication by managing a team of client service advisors. This is a revenue generating position that fosters client loyalty and is of great importance to the reputation of Renters Warehouse. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. 

• Provide leadership and manage a team of client service advisors (CSAs) - both in the US and virtually 
• Be visible and/or available to the client service advisors 
• Coach and develop a team of client service advisors 
• Train and onboard new client service advisors 
• Assign, schedule and monitor daily tasks needed for completion 
• Monitor call queue and track inbound calls, including calls waiting, abandonment rate, make busy and DND times 
• Listen to recorded calls and provide customer service feedback to client service advisors 
• Analyze and share call metric reports with client service advisors, provide feedback and coaching when needed 
• Analyze and share ticket reports with client service advisors, provide feedback and coaching when needed 
• Take escalated calls from unsatisfied clients and de-escalate difficult situations to satisfy clients’ needs 
• Determine and document training needs 
• Provide 5-star customer service to internal and external clients 
• Coordinate and lead weekly/bi-weekly meetings, team chat sessions and performance reviews with the client service advisors 
• Document and create shift reports and share with management team 

SUPERVISORY RESPONSIBILITIES

This position will supervise up to 5 staff members within the department. Responsibilities will include:

1. Assist in the hiring process to determine the scope of each role and the experience and education requirements needed to perform that role.
2. Notify supervisor and HR if Job Descriptions need to be updated due to changes in the role or technology.
3. Train and develop each staff member to perform duties at a level of meeting expectations or higher. Assign and review goals for each employee at least semi-annually.
4. Conduct Team Meetings (L10’s), as appropriate for purposes of developing teamwork, recognizing and rewarding staff and ensuring positive communication amongst team members.
5. Meet with employees in one-on-one meetings at least bi-weekly, to provide motivation, instruction, feedback, and support. Understand the aspirations of each staff member to guide them toward lateral or promotional opportunities, as applicable.
6. Monitor and address behaviors exhibited that are outside the company’s culture and policies.
7. Coaching, counseling, and disciplining employees, when necessary, to ensure employees are performing at their expected levels.
8. Have an awareness of the policies of the company and department to ensure that all are abiding by such. Keep your supervisor aware of any employee concerns and consult with HR as needed for guidance and direction, as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Strong knowledge of computers and technology including cloud-based software and applications. 
• Proficient in Microsoft Office (Word, Excel). 
• Ability to self-manage and problem solve with little or no direction. 
• Ability to communicate well and provide exceptional customer service. 
• Exert a professional and positive demeanor. 
• Organized and manage multiple priorities. 
• Strong coaching and training skills. 
• Thorough documentation and follow up skills necessary. 
• Successfully use negotiation skills, easily diffuse difficult situations and use a high sense of urgency. 
• Demonstrate Honesty, Trustworthiness & Accountability. 

Education and/or Experience 

• High School Diploma, GED, or 3 years of experience in a call center management role, customer service role or a related field. 

Physical Demands 

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
While performing the duties of this job, the employee is regularly required to talk or hear and sit at a desk working on a computer for multiple hours a day. The employee is occasionally required to walk; use hands to handle, or touch objects, tools, or controls. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT 

Remote Status: Fully Remote Work is an Option 

Travel Requirements: N/A 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the office work environment is usually quiet. 

Culture at Renters Warehouse 

• Innovative and collaborative, with a family-feel atmosphere 
• Benefits include: Health, Dental, Vision, 401K, Paid Holidays, and PTO 
• Casual office environment (Dress code is “Dress for Your Day” - jeans are encouraged!) 
• Employees are recognized and evaluated based on Core Values 
• Training and career development are provided 
• Company outings and volunteering opportunities planned by our Fun Club