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Associa · 22 hours ago

Customer Service Supervisor

Richardson, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

Associa is a leading company in community management with over 11,000 team members. The Customer Service Supervisor will act as a liaison between homeowners, branch partners, and the Client Shared Service Center, ensuring high-quality service and supporting the development of the Customer Care team.

AccountingCommunitiesConsultingProperty ManagementReal Estate

Responsibilities

Ensure coordination between the overall strategy & day-to-day operations of the CSSC

Adapt & upgrade internal processes to match our service mantra

Ensure that the tone of the voice of service drives the universe of the contact center and set everything in place (trainings, coaching, process materials) to ensure quality of our service to be consistent with our mantra

Be accountable for operations knowledge & act as the ultimate owner of all homeowner issues

Be the primary nurturer of our Customer Care associates by helping the to build careers

Support Customer Care to ensure a high level of service capability by growing them into being trusted advisors (through mentoring, developing industry knowledge, and driving a frictionless service approach)

Motivating and mentoring all direct reports on the Customer Care team, ensuring training and development plans are maintained for all team members

Understand and be passionate about critical metrics in the frame of our omnichannel service approach (quality is a requirement), then drive them

Lead and encourage the team of customer service representative to deliver excellent levels of individual/team performance and customer satisfaction that achieves Raving Fans

Drive the operation through performance management

Propel careers

Be first line of contact for fast response management through the CSSC

Qualification

Customer service expertiseCOPC knowledgeTeam managementOmnichannel experiencePerformance managementAgileFlexibleResults drivenForeign languagesCommunicationOrganizational skillsRelationship building