Customer Service Team Lead

Description

Become the Best Part of PMP Management!

Who We Are

Property Management Professionals LLC. (PMP) is an industry-leading association management firm providing extraordinary services to common interest developments throughout Southern California, Texas, Arizona, Utah, and Colorado. PMP delivers a level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms. 

PMP is one of the fastest-growing management firms which provides our team members a unique opportunity to evolve and grow their careers. Our people-centric culture attracts and retains the industry’s top talent and has served as one of our competitive advantages, driving our growth and success over the past decade and a half. 

To learn more about PMP and our unique company culture, we invite you to visit our social media platforms below: 

Instagram/pmpmanage 

facebook/pmpmanage

linkedin/company/pmpmanagement

Who We’re Looking For

PMP is looking for energetic, passionate, personable, and detail-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service to our valuable clients.

Position Description:

The Customer Care Team Lead supports the Customer Care service activities by leading and overseeing team members, and various department initiatives as determined by your supervisor. Activities may include In addition to these responsibilities, they will service inbound customer service (& related) calls from various sources including homeowners, tenants, property managers and local vendors services our communities.

Responsibilities:

• New Hire Training: Oversee and conduct the onboarding and training of new team members, ensuring they are well-equipped with the necessary tools, knowledge, and resources to excel in their roles.
• Call Audits: Regularly review and evaluate team members' call recordings to ensure adherence to quality standards, company policies, and exceptional customer care practices.
• Action Items Audits: Audit and review action items completed by the team to ensure accuracy, timeliness, and alignment with company goals.
• Schedule Monitoring: Monitor and manage team schedules to maintain optimal coverage and productivity. Address any adherence issues promptly.
• Initial Coaching: Provide real-time feedback and one-on-one coaching sessions to team members to support their development and performance improvement.
• Lead and Inspire: Motivate and lead customer care team members to deliver exceptional service in a timely, efficient, and knowledgeable manner.
• Escalation Support: Act as the first point of contact for escalated customer issues, ensuring swift and effective resolution while maintaining professionalism and empathy.
• Question Support: Provide ongoing support to team members by addressing complex inquiries and offering clear, actionable guidance.
• Operations Oversight: Supervise daily operations to ensure smooth workflows and that team members meet or exceed performance expectations.
• Documentation: Create, maintain, and improve operational documentation, including training materials, process guidelines, and policy updates.
• Provide Direction: Offer clear communication and guidance to the team, ensuring compliance with company policies and procedures.
• Monitor and Report: Track and analyze team performance metrics, including call trends and productivity data. Share actionable insights with management to improve processes and outcomes.
• Project Coordination: Coordinate and execute department projects as assigned by management, ensuring timely completion and alignment with organizational goals.
• Customer Communication: Handle escalated calls and inquiries related to billing, statements, fees, HOA rules, repairs, and other property management concerns. Serve as a subject-matter expert in these areas.
• Expertise Development: Continuously enhance knowledge of HOA management to provide effective solutions and maintain high standards of care.
• Cross-Functional Collaboration: Build strong working relationships across departments, ensuring effective communication and teamwork to resolve customer issues and achieve company objectives.
• Coaching and Development: Mentor team members