Customer Service Supervisor

Job DescriptionThe Customer Service Supervisor is responsible for building a strong team and shaping staff behaviors to accomplish desired results for the company. The Customer Service Supervisor will oversee the overall administrative operations of the customer service department and the day-to-day implementation of policies, procedures, and programs that ensure well-managed, well-maintained communities. The Customer Service Supervisor shall have good organizational skills and possess the ability to multitask.What you will do:Ensuring customer service understands and complies with all objectives, performance standards, and policies.Answering CSR questions regarding best practices or difficult calls.Identifying operational issues and implementing policies for improvements.Monitoring and evaluating customer service performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Preparing reports and analyzing data to assist management as they determine goals.Working with other supervisors and executive management team members to support customer service and maximize customer satisfaction.Investigate and solve service complaints.Hiring, training, and preparing customer service representatives to respond to customer questions and complaints and troubleshoot problems with services.Assisting with the needs of the transition process of incoming or outgoing associations specifically towards the responsibilities of the customer service team (Association reports, access device transfer, Vantaca setup, etc.).Collaborating with the Director of Operations and other members of the executive to develop SOP as it relates to Customer Service.Assisting with escalated after-hours calls on weekends, specific to facility reservations and access issues.Direct contact/communication with homeowners, board members, contractors, engineers, and real estate professionals.Assist in preparing meeting materials, notices, memos, other correspondence & mailings, meeting packets, and community newsletters and updates.Education and Experience:Minimum 3 years in a similar role; preferably in community association management (Homeowner associations).A positive, innovative approach to problem-solving. Ability to identify and resolve problems promptly. Gathers and analyzes information while maintaining confidentiality.Possesses a strong working knowledge of MS Office products including Word and Excel. Must be able to generate appropriate business letters.Strong written and verbal communication skills. Ability to understand and carry out industry-specific written and oral direction. Present ideas in a clear, concise, understandable, and organized manner using proper grammar.Ability to relate well with others even while working at a distance without the benefit of personal contact.Ability to exercise judgment and discretion. Must be professional at setting priorities and coping with competing demands.Excellent time-management and general organization skills.Neat, professional appearance.Able to maintain a positive demeanor when working with challenging interactions.Preferred Skills:Must always exhibit a professional demeanor.Conduct all communications (oral, written, or otherwise) with co-workers, residents, vendors, and any other parties courteously and professionally.Ability to work under deadlines and consistently meet deadlines.Demonstrate effective communication skills (oral, written, and listening).Demonstrate organizational skills and ability to work independently and prioritize daily workload.Demonstrate problem-solving abilities.Must be proficient with computer programs needed for this specific position including word processing, spreadsheets, email/calendar programs, management, and accounting programs.Solution Oriented.What’s In It for You:Competitive pay.Plethora of employee benefit options.Paid vacation.Opportunity for advancement.EEO STATEMENTBeacon Management Services is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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