Contact Center Manager - Kirkland, United States - Weidner Apartment Homes

Description

Salary Range - $65,000 - $70,000

The position of a Contact Center Manager requires 1 year or more of call center experience as a team lead/manager, or 2 years of management experience in the multifamily industry. As a leader you will be the glue that ensures 90% of all calls that come through the contact center are answered, each with a pleasant, if not fantastic customer experience. You will monitor daily efficiencies of the contact center specialists, ensuring quality control of calls and ensure all calls, chats and texts are routed and responded to in a timely fashion. This role is at the national level and will be responsible for leading, training, managing and mentoring a team. Your team will be one of the three contact center teams, which each include approximately 7 -12 national leasing specialists. All contact center teams are a part of a centralized leasing team responsible for answering leasing and resident calls for all properties within Weidner Apartment Homes' portfolio. A successful Contact Center Manager is able to manage their time effectively, is detail oriented, a trustworthy team player, and takes pride in their work. In addition, this position needs to be accountable and attentive to provide excellent customer service skills when interacting with residents, associates and vendors.

Primary Responsibilities:

Responsible for all management responsibilities which include but are not limited to, onboarding of new associates, direct management, training, mentorship, and associate counsel forms related to performance issues

Responsible for determining team schedules for predicted seasonal call volume

Assist, train and mentor teammates through challenges and learning opportunities

• Responsible for management of all interactions with residents through Zendesk (Weidner's internal customer management software) for escalated customer service calls, coding, notes, and response rates; all are measurements to achieve a higher level of customer service in the department

Responsible for weekly management of bonus tracking for each associate' potential monthly performance bonus

Responsible for quality control of the property product knowledge base, to ensuring the most accurate information is listed for all agents to relay

Ability to receive and jump into escalation calls from agents who are stuck or require assistance to help push a conversation forward

Manage escalated customer service calls, maintenance requests and heightened / frustrated callers, must be willing to overcome objections, deescalate and find satisfactory conclusions

Ability to troubleshoot Yardi software, Zoom, chatbots, virtual tours, and escalated issues, with ability to replicate them ensuring all correct parties are notified for appropriate resolution

Willing and able to lead team chats, engage with team digitally, create interactive games and maintain high spirits of all team members throughout challenges; create an environment where all associates thrive

Responsible for team daily / weekly reporting, call metrics, Status Hero weekly check ins, Zoom chats, and monthly reports to Manager of Customer Experience.

Responsible for listening to calls, customer interactions and scoring those calls, providing feedback, room for improvement or kudos where applicable

• Assist with resident calls, application statuses, account questions and work order submissions as needed, demonstrating a dedication to resident satisfaction
• Responsible for light onboarding of associate responsibilities, and listening to other Leasing Specialist calls to ensure quality control
• Conduct weekly or bi-weekly follow-up calls with properties to inquire about any property specific specials in Yardi or on hot sheets
• Between phone calls, agents will manage and respond to the Yardi CRM queue, ensuring timely and accurate follow-up with all prospects
• Redirect calls to the appropriate department, property or contact center agent based on prospect requests, ensuring efficient routing of every call
• Pay meticulous attention to detail when entering prospect contact information into Yardi CRM, ensuring accuracy for follow-up purposes, consistently adding notes in each guest card to allow effective communication between on-site staff and contact center agents
• Demonstrate a commitment to continuous leaning and growth by developing and maintaining in-depth knowledge of each property within Weidner's 300+ property portfolio and specific amenities each property offers
• Answer incoming calls from prospective renters promptly, converting inquiries into property tours and future appointments, while offering personalized assistance to create memorable interactions
• Ensure each guest card you enter contains detailed notes, allowing for effective communication between on-site staff and contact center agents
• Provide excellent customer service to all incoming calls, reflecting our commitment to exceptional experiences
• Conduct virtual tours with prospective residents with energy and enthusiasm, the Weidner way
• Actively participate in a positive team environment through teamwork, communication and excellence in service
• Actively demonstrates the values of the Weidner Customer Service Vision to team members, associates and external customers
• Regular and effective communication with Customer Experience Manager and Vice President of Marketing
• Inspect, respond to, and follow up with safety issues, accidents, liabilities and emergency situations immediately

Qualifications:

• Customer service experience required
• Some college or a degree in a related field preferred
• 1 year or more as a team lead/manager of a call center, or 2 years or more as a manager in multi-family industry operations
• Proven track record of consistent high performance in all job responsibilities in Weidner Contact Center / operations managerial responsibilities
• Customer service oriented with the ability to provide a unique and positive experience over the phone; Strong customer service and interpersonal skills
• Yardi CRM and ADP experience preferred; Willing and able to learn new software programs
• Ability to quickly and effectively adapt to changing property details and procedures in product knowledge base
• Ability to sit at a workstation for long periods of time
• Ability to multitask while on the phone and operate multiple software programs while reducing dead air time during costumer interactions
• Excellent project management discipline and skills
• Excellent organizational, time management and interpersonal communication skills
• Detail oriented, consistently meets deadlines and fast learner, accurate data entry skills
• Ability to quickly provide creative solutions to complex problems
• Ability to quickly adopt and fully understand and utilize various technology and software applications
• Ability to work outside of normal scheduled hours as needed
• Ability to work in a fast-paced environment with strong motivation to learn & contribute on a daily basis
• Able to give professional directions clearly in person, over the phone, email, and text
• Experienced in Microsoft products required (Word, Excel, PowerPoint and Outlook)
• Follow Weidner's Mission, Vision and Values and comply with all Weidner policies and procedures as well as all Fair Housing, local, state, and federal laws
• Prompt, regular attendance; wear company dress code/uniform & maintain professional appearance at all times
• Work effectively and cooperatively in a team environment and/or independently
• Excellent verbal and written communication skills; detail oriented, well organized
• Must agree to a criminal background check and sign an agreement for voluntary drug testing
• Valid and current driver's license, vehicle and vehicle insurance

Ability to work 5 days a week in an office location