Description
Job Overview:
As a Regional Resident Support Services Team Lead you’ll be responsible for supporting the operations and ensuring efficiencies of the Resident Support Services (RSS) team. They will provide administrative services and support to homeowners/vendors by responding to inquiries, concerns, and requests about products and core services. In addition, the Resident Support Specialist will escalate or resolve questions, complaints, errors, billing, and other queries.
Your Responsibilities:
- Provide direct support and oversight to CSS team; conduct ongoing 1:1’s and check-ins as needed, training and development.
- Lead operation and implementation of work processes within the CSS team.
- Ensure team members are adhering to established core services standard operating procedures.
- Lead team meetings; creating and distributing meeting agendas and recap summary.
- Partner with the Regional RSS/CSS Manager and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the CSS team.
- Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the CSS team and meet organizational and client objectives.
- In partnership with the Regional RSS/CSS Manager, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
- Conduct annual evaluations, develop compensation recommendations for the team, and conduct performance reviews with review and approval of the Regional RSS/CSS Manager.
- Work directly with escalated customer inquiries and/or complaints.
- Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are escalated or resolved both promptly and thoroughly.
- Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.
- Document the appropriate resolution of all interactions within the appropriate systems and applications.
- Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.
Skills & Qualifications:
- Associate degree in business or related field preferred, or equivalent combination of education and experience.
- 2+ years of customer service experience in a service industry setting.
- Office management and previous supervisory experience preferred.
- Critical thinking, problem solving, judgement and decision-making abilities are necessary.
- Proficiency in computer programs like Microsoft Office, Outlook and Windows required.
- Ability to work with sensitive and/or confidential information.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
- Must be able to sit and stand for extended periods of time.
- Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
- Must have finger dexterity for typing/using a keyboard.
- Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.
- Capable of working extended hours, to include evenings, weekends and holidays as necessary.
- This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
- Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
- Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
- Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties
- If hybrid work schedule is arranged with supervisor, must follow agreed upon arrangement. Flexibility for hybrid schedule is subject to change by department leaders based on performance and work requirements.
- If hybrid work schedule is arranged, when working remotely must be able to work with same or better productivity than when in office. Remote work environment must be clear of distractions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.
What We Offer:
As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, and vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.
Compensation: $23 - $27/hour
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.
Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel
[email protected].
Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at
[email protected]; we will respond in accordance with Local Law 144, within 30 days.
