mgr - client services - Minnetonka, United States - Renters Warehouse

Renters Warehouse Minnetonka, United States

1 week ago

Description

Job Details

Level
Experienced

Job Location
Corporate Office - Minnetonka, MN

Remote Type
Hybrid

Position Type
Full Time

Salary Range
$58, $61,000.00 Salary

Job Shift
Day

Job Category
Customer Service

Description

SUMMARY

This position is the backbone of our property management services and serves an integral part of being a professional landlord. The primary goal of this position is to retain clients through efficient and effective communication by managing a team of client service advisors. This is a revenue generating position that fosters client loyalty and is of great importance to the reputation of Renters Warehouse.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Provide leadership and manage a team of client service advisors (CSAs) - both in the US and virtually
Be visible and/or available to the client service advisors
Coach and develop a team of client service advisors
Train and onboard new client service advisors
Assign, schedule and monitor daily tasks needed for completion
Monitor call queue and track inbound calls, including calls waiting, abandonment rate, make busy and DND times
Listen to recorded calls and provide customer service feedback to client service advisors
Analyze and share call metric reports with client service advisors, provide feedback and coaching when needed
Analyze and share ticket reports with client service advisors, provide feedback and coaching when needed
Take escalated calls from unsatisfied clients and de-escalate difficult situations to satisfy clients' needs
Determine and document training needs
Provide 5-star customer service to internal and external clients
Coordinate and lead weekly/bi-weekly meetings, team chat sessions and performance reviews with the client service advisors
Document and create shift reports and share with management team

SUPERVISORY RESPONSIBILITIES

This position will supervise up to 5 staff members within the department. Responsibilities will include:

Assist in the hiring process to determine the scope of each role and the experience and education requirements needed to perform that role.
Notify supervisor and HR if Job Descriptions need to be updated due to changes in the role or technology.
Train and develop each staff member to perform duties at a level of meeting expectations or higher. Assign and review goals for each employee at least semi-annually.
Conduct Team Meetings (L10's), as appropriate for purposes of developing teamwork, recognizing and rewarding staff and ensuring positive communication amongst team members.
Meet with employees in one-on-one meetings at least bi-weekly, to provide motivation, instruction, feedback, and support. Understand the aspirations of each staff member to guide them toward lateral or promotional opportunities, as applicable.
Monitor and address behaviors exhibited that are outside the company's culture and policies.
Coaching, counseling, and disciplining employees, when necessary, to ensure employees are performing at their expected levels.
Have an awareness of the policies of the company and department to ensure that all are abiding by such. Keep your supervisor aware of any employee concerns and consult with HR as needed for guidance and direction, as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strong knowledge of computers and technology including cloud-based software and applications.
Proficient in Microsoft Office (Word, Excel).
Ability to self-manage and problem solve with little or no direction.
Ability to communicate well and provide exceptional customer service.
Exert a professional and positive demeanor.
Organized and manage multiple priorities.
Strong coaching and training skills.
Thorough documentation and follow up skills necessary.
Successfully use negotiation skills, easily diffuse difficult situations and use a high sense of urgency.
Demonstrate Honesty, Trustworthiness & Accountability.

Education and/or Experience

High School Diploma, GED, or 3 years of experience in a call center management role, customer service role or a related field.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear and sit at a desk working on a computer for multiple hours a day. The employee is occasionally required to walk; use hands to handle, or touch objects, tools, or controls. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

Remote Status: Fully Remote Work is an Option

Travel Requirements: N/A

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the office work environment is usually quiet.

Culture at Renters Warehouse

Innovative and collaborative, with a family-feel atmosphere
Benefits include: Health, Dental, Vision, 401K, Paid Holidays, and PTO
Casual office environment (Dress code is "Dress for Your Day" - jeans are encouraged)
Employees are recognized and evaluated based on Core Values
Training and career development are provided
Company outings and volunteering opportunities planned by our Fun Club

Mgr - Client services

1 week ago

Renters Warehouse Minnetonka, United States

SUMMARY · This position is the backbone of our property management services and serves an integral part of being a professional landlord. The primary goal of this position is to retain clients through efficient and effective communication by managing a team of client service advi ...
Client Services Specialist

2 days ago

Medical Information Technology, Inc. Minnetonka, United States

Job Type · Full-time · Description · Clinical applications: The largest focus for healthcare professionals is patient care. In this role, you will have the opportunity to assist these individuals with issues relating to the enterprise health record - so they can be there for th ...
Client Services Specialist

1 week ago

Medical Information Technology, Inc. Minnetonka, United States

Job Type Full-timeDescriptionClinical applications: The largest focus for healthcare professionals is patient care. In this role, you will have the opportunity to assist these individuals with issues relating to the enterprise health record - so they can be there for those who ne ...
Client Service Specialist

1 week ago

Laurel Wealth Planning Hopkins, United States

Benefits: · 401(k) · 401(k) matching · Competitive salary · Dental insurance · Health insurance · Paid time off · Job Title: Client Service Specialist · Status: Non-Exempt · Location: Edina, MN - Hybrid · About our Firm · Laurel Wealth Planning (LWP) has served clients ...
Client Services Advocate

1 week ago

Christensen Group, Inc. Eden Prairie, United States

Demonstrate general knowledge of agency carriers, carrier/brokerage marketing and underwriting to coordinate with insurance companies to address client issues and solve client problems - Demonstrate professionalism daily appearance, approach, leade Client Service, Advocate, Exper ...
Client Service Coordinator

4 days ago

Banfield Eden Prairie, United States

Client Service Coordinator needed for Banfield Pet Hospital in Eden Prairie · SUMMARY OF JOB PURPOSE AND FUNCTION The Client Service Coordinator ("CSC") drives the flow of clients and pets through the hospital, maximizes the productivity of the veterinary medical team (in terms ...
Senior Client Service Manager

2 weeks ago

UnitedHealth Group Hopkins, United States

Ownership of client issues, driving quick and lasting resolution Consistently meets and exceeds expectations of internal and external clients Uses good judgment, integrity, confidentiality and professional conduct at all times. Respond in a manner th Service Manager, Client Servi ...
Client Services Advocate- Small Group

1 week ago

Christensen Group, Inc. Eden Prairie, United States

Demonstrate general knowledge of agency carriers, carrier/brokerage marketing and underwriting to coordinate with insurance companies to address client issues and solve client problems. Demonstrate professionalism daily appearance, approach, leader Client Service, Advocate, Insur ...
Client Service Advisor

2 weeks ago

Northwestern Mutual Twin Cities Edina, United States

Our firm is growing We're adding a Scheduling Coordinator and Client Service Advisor. This role will support our team by managing calendars for our client-facing advisors including pro-actively reaching out to new, existing, and CRC clients, and updating the calendar for any ongo ...
Client Service Specialist

1 week ago

Laurel Wealth Planning Edina, United States

Benefits: · 401(k) · 401(k) matching · Competitive salary · Dental insurance · Health insurance · Paid time off · Job Title: Client Service Specialist · Status: Non-Exempt · Location: Edina, MN - Hybrid · About our Firm · Laurel Wealth Planning (LWP) has served clients ...
Client Service Specialist

1 day ago

Abdo L.L.P Edina, United States

Do you value going above and beyond to achieve client satisfaction? Are you strong in attention to detail, communication, and follow through? Are you an experienced professional that enjoys serving governmental entities? Do you find satisfaction in building strong relationships a ...
Client Service Specialist

4 days ago

ABDO Edina, United States

Do you value going above and beyond to achieve client satisfaction? Are you strong in attention to detail, communication, and follow through? Are you an experienced professional that enjoys serving governmental entities? Do you find satisfaction in building strong relationships a ...
Client Service

1 week ago

Lurie Besikof Lapidus & Company, LLP Minneapolis, United States

Lurie, LLP is seeking a Client Service & Project Coordinator with strong organizational, people, and process skills. This individual provides exceptional service to clients by understanding and anticipating the client's needs, providing clear and timely communication, and ensurin ...
Client Services

1 week ago

Paladin Technologies Minneapolis, United States

The Client Services & Dispatch Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the Client Services Department, customers, and colleagues. This individual ...
Client Service

1 week ago

Lurie Minneapolis, United States

Lurie, LLP is seeking a Client Service & Project Coordinator with strong organizational, people, and process skills. This individual provides exceptional service to clients by understanding and anticipating the client's needs, providing clear and timely communication, and ensurin ...
Client Services

1 week ago

Paladin Technologies Minneapolis, United States

The Client Services & Dispatch Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the Client Services Department, customers, and colleagues. This individual ...
Client Services

3 days ago

Paladin Technologies Burnsville, United States

Job Description · Job DescriptionThe Client Services & Dispatch Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the Client Services Department, customers ...
Client Services Writer

6 days ago

1st St. NW Technical Staffing Saint Louis Park, MN, United States Full time

Established Architecture and Engineering firm has an opening for an Architectural Specifications Writer. Coordinate selection of architectural equipment · * Bachelor's degree in Architecture or technical degree in architectural systems design · * Architectural technical specifi ...
Client Services

1 day ago

Paladin Technologies Minneapolis, United States Regular, Full time

The Client Services & Dispatch Representative is responsible for managing the life of a client ticket for service or repair. The role encompasses a range of duties including project coordination to support the Client Services Department, customers, and colleagues. This individual ...
Machine operator

1 week ago

Horizon Technologies Minnetonka, United States

Who we are · We are a family-owned, medium-sized personnel service provider with over 15 years of experience in the market. Through our nationwide customer network and our long-standing contacts with regional companies, we offer excellent career opportunities and professional per ...