Customer Service Manager

POSITION SUMMARY

The Customer Service Manager will coordinate and oversee the organization’s operations by implementing the most efficient processes and practices across the organization.

Main goals of the position:

• Ensure high customer satisfaction in all Kapi apartments throughout the company through excellent move-in/move-out and customer service
• Develop and implement new systems and procedures for operational excellence and efficiency
• Establish and manage effective and efficient turnover processes for all Kapi apartments

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions listed below (indicated with E) include, but are not limited to the following:

• Develop, manage and implement operations systems and plans for apartment preparation, move-in/move-out and turnover processes across all regions (E)
• Build, implement, evaluate, and manage operational excellence systems for daily operations, turnover, move-in and move-out processes, vendor management and database and information management (E)
• Lead hiring, training, consulting, coaching and holding accountable all operations and customer service team members as well as onboarding of all new members in close coordination with COO (E)
• Organize and lead weekly/monthly meetings with the placement and local operations team members and execute implementation of actions from these meetings (E)
• Oversee all operations vendors and identify new vendors and service providers for regions & ensure consistent compliance and cost savings (E)
• Constantly look for cost optimization and efficiency initiatives within the operations and customer service and demonstrate tangible efficiency results (E)
• Manage and provide necessary support and guidance to operations and customer service teams in all regions (E)
• Evaluate how the improved and newly implemented systems are performing through communication with and information gathering from regional teams (E)
• Create and maintain an operations manual/policy document that documents all systems and standards (E)
• Constantly assess and improve team structure, workflow, and efficiency
• Ensure responsive and timely management of maintenance requests/work orders in collaboration with regional operations team members (E)
• Consistently auditing of maintenance and customer service reviews and feedback (E)
• Communicate and assist with all requests and concerns brought up by the Regional Managers in relation to Field/Daily Operations, turnover, apartment preparation (E)
• Plan and prepare for and manage the turnover process and apartment preparation for the arrival of new students (E)
• Plan and purchase necessary inventory for turnover (E)
• Develop and implement an inventory management system in the warehouse to maximize efficiency (E)
• Examine financial data and use them to improve profitability by preparing budgets and forecasts (E)
• Other related tasks assigned by the COO.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• At least a bachelors degree from an accredited university is required. Advanced mathematical skills with proficiency in reading, writing, and speaking English.
• Ability to work in a fast-paced office environment, meet deadlines, and handle multiple projects simultaneously.
• A minimum of 3 years of experience in student housing or university dormitory operations management is required.
• Strong knowledge of Google Sheets and Microsoft Excel is required
• Strong communication skills and demonstrated ability to maintain successful business relations with students, team members, and property owners.
• Must be able to work consistently and be on time as scheduled on-site. This position is not eligible for telecommuting.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 (pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is low to moderate. This position will include transporting things.

Job Type: Full-time

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Overtime
• Weekends as needed

Application Question(s):

• Are you familiar with property management software or resident engagement platforms? Which tools have you used, and how did they support your work?
• How do you prioritize tasks and manage time effectively in a busy environment?

Ability to Commute:

• Los Angeles, CA 90068 (Required)

Work Location: In person

Salary : $70,000 - $75,000