Waccamaw Management, LLC · 1 day ago
Customer Service Supervisor
Richardson, TX
Full-time
Onsite
Mid, Senior Level
3+ years expWaccamaw Management, LLC is part of Associa, a leader in community management with over 11,000 team members. The Customer Service Supervisor will act as a liaison between homeowners and service centers, ensuring high levels of service and mentoring customer care associates to achieve performance goals.
Management ConsultingProperty 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
Required
3-5 years experienced in similar position
Knowledge, experience with COPC
Excellent communication, organizational & relationships building skills
Experience in team management, omnichannel, offshore service delivery
Uncompromised, exceptional service driven & highly client focused
Results driven & pragmatic
Agile and flexible, must be fluid to succeed in ever-changing fast-growing environment
The ideal candidate is responsible for developing customer service experts who provide our customers with a delightful, frictionless experience
This is an On-site position only, candidate must be in Dallas metroplex area
Preferred
Languages: foreign languages a plus but not required
Company
Waccamaw Management, LLC
Waccamaw Management, LLC was founded in 1987 with current ownership in place since 2005.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase