Senior Supervisor, Resident Services

Job Description

Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®. At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life.

Resident Services Senior Supervisor

We are seeking a dedicated Senior Supervisor for our Resident Services team. This role is crucial to our operations, ensuring that our team of Resident Services Specialists deliver high-quality service to our customers and meet company metrics.

Responsibilities:

• Oversee and manage the performance of the assigned Resident Services Specialist team, providing coaching, feedback, and training to support continuous improvement.
• Plans directs, manages and evaluates team performance.
• Handle escalated calls that cannot be resolved by the Resident Services Specialists, ensuring resolution and follow-up as needed.
• Foster a professional and customer service-focused environment.
• Review monthly reports to gauge and evaluate team performance against KPIs.
• Conduct team meetings to communicate changes, updates, and other pertinent information, keeping the team informed and connected to the business.
• Meet with other leaders in the call center and provide feedback regarding team performance through reports, QA monitors, and KPIs.
• Evaluate existing procedures and workflows within the department, identify areas of improvement and efficiency enhancement. Develop and recommend procedural changes, updates, or enhancements to streamline operations and improve the customer experience.
• Collaborate with cross-functional teams to address systemic issues and implement corrective measures. Communicate effectively with internal stakeholders, providing updates on escalated cases, procedural changes, and performance metrics.
  
  
  

Requirements:

• High School Diploma or GED required.
• Bachelor’s Degree preferred
• Minimum of four (4) years relative work experience required.
• Minimum of two (2) years of supervisory or lead position in an inbound call center environment required.
• Experience with customer service software applications required.
• Bilingual abilities (English/Spanish) are a plus.
• Knowledge of Real Estate, construction, and/or Property Management industry preferred.
• Advanced PC skills and proficiency in MS Office preferred.
• Knowledge of coaching, training methods, and performance enhancing techniques.
• Advanced knowledge of Dynamics CRM, inContact and/or Yardi Voyager preferred.
• Possessing strong customer service, quality, and results orientation, with excellent planning, organizing, leadership, supervisory, communication, problem-solving, time management, conflict resolution, and presentation skills, and the ability to work a flexible schedule while focusing and aligning staff around critical initiatives, as well as strong staffing, development, and appraisal skills.
  
  
  

Build your career with us:

At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. ,

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