What are the responsibilities and job description for the CALL CENTER MANAGER position at Castle Group?
The ?Resident Services Manager? is responsible for overseeing the responsibilities for the Resident Services Department, with more emphasis on clarifying procedures and aiding with their enforcement. The Resident Services Manager works in partnership with Property Managers and various affiliated departments.
The ?Resident Services Manager? provides exemplary service in a manner consistent with the values and mission of the Castle Group. He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service.
Responsibilities
- Oversees the performance management cycle of the Resident Services Department daily, by serving as a mentor and coach to develop the team.
- Ensures the daily operations of the department run smoothly.
- Ensures team handles all walk-in customers in a timely manner.
- Monitors calls for team to assure compliance with guidelines, reviewing agents follow-up reports, and writing meaningful reports for supervisor.
- Trains new hires and provides ongoing training for team members.
- Analyzes team performance and response time through ticket management and service level agreements.
- Processes payroll and time off requests for RSS Team.
- Conducts annual reviews for direct reports.
- Implements changes with the departments.
- Assists residents with complex account balance inquiries.
- Updates after-hours answering services rosters.
- Maintains effective communication with team by relaying information regarding ongoing and pending issues to the team.
- Provides alternate assistance with Resident Services team as needed and covers desk shifts when needed.
- Develops the skillset and knowledge needed to perform all responsibilities of the Resident Services team when coverage is required.
- Other duties and responsibilities as assigned.
Supervisory Responsibilities
Qualification
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.
Education and Experience
Skills and Abilities
Physical requirements
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.
EQUAL EMPLOYMENT OPPORTUNITY
Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws.
DISCLAIMER
This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.
