Customer Experience Manager

Under the direction of the Senior Director, Customer experience, the Customer Experience Manager directs the customer experience team to ensure that tasks and projects are completed in a timely manner and to the customer's satisfaction. The Customer Experience manager is responsible for training, coaching and mentoring new and existing employees.

The Customer Experience Manager uses professional knowledge, discretion and judgment to assign work orders accordingly ensuring all work orders are completed in an efficient and effective manner.

Job Duties and Responsibilities (Essential Job Functions)

• Manages and supervises customer experience staff. Provides coaching, mentoring and guidance to. Ensures staff understand and comply with all Property Management customer experience objectives, performance standards and policies
• Daily delegates tasks and monitors progress of regularly assigned projects that support the operations and field staff.
• Assumes responsibility as the first level of escalation for customer service calls.
• Reviews, processes and submits for payment all bills and invoices

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all

Qualifications

Education:

High school diploma or equivalent

Experience:

• Previous experience leading and managing teams and directing work.
• 2-3 years of relevant experience with incoming call centers, researching and resolving complaints.

Knowledge and Skills:

• Knowledge of contracting, property maintenance, handyman or specific trans terminology
• Excellent interpersonal, customer service, written and verbal communication skills

We offer a full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Equal Opportunity Employer