What are the responsibilities and job description for the customer relationship manager position at Housing Opportunities Commission Of Montgomery County?
**Customer Relationship Manager**
**Job Summary:** Manage day-to-day operations of the Call Center, ensuring excellent customer service and continuous improvement of the HOC customer experience.
The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to provide affordable housing. As a first-line supervisory and administrative professional, you will be responsible for the strategic planning and execution of all Call Center operations.
**Key Responsibilities:**
* Supervise staff and establish work standards
* Develop service-level agreements and knowledge base articles
* Coordinate work function assignments and create work plans
* Provide technical advice and recommendations on various programs within the Call Center
* Support the Sr. Customer Experience Manager and the Vice President of Public Affairs and Communications in implementing the agency's Customer Experience Strategy
**Examples of Duties:**
* Ensure excellent customer service is provided by the Call Center and customer-facing staff
* Provide ongoing support and training to customer-facing staff
* Gather accurate, timely, and updated information by collaborating with other departments
* Research best practices in the industry and make recommendations on how they can be applied to Call Center operations
* Interact with customers and de-escalate situations when needed
* Generate reports to the executive team as needed
**Requirements:**
* Bachelor's degree in social work, counseling, or related field
* At least three years of Call Center experience, including CRM systems and supervisory experience
* Experience using Customer Relationship Management software
* Strong computer skills and ability to learn new technologies/web-based systems quickly
* Excellent written and oral communication skills
* Strong analytical skills and ability to prioritize assignments to meet deadlines
**Salary Range:** Grade 24- Min: $71,425 - Mid: $94,991 Max: $118,557
HOC is an equal-opportunity employer committed to diversity and inclusion in the workplace.
Salary : $71,425 - $118,557
