Director of Customer Care

Description

PMP is seeking a motivated, detailed, communicative, and personable professional to join our team as Director of Customer Care.

Who We Are

Property Management Professionals LLC. and/or PMP Management LLC. (PMP) is an industry-leading Association management firm providing extraordinary services to common interest developments throughout Southern California, Arizona, Utah, Colorado, and Texas. PMP delivers a boutique-style 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 in each of our respective markets, which provides our team members’ a unique opportunity to develop 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 Director of Customer Care will lead the customer care team in providing outstanding service support to clients, HOA Board members and residents. The ideal candidate will be passionate about customer service, possess strong leadership skills, and have a proven history of driving customer satisfaction and loyalty. 

Position Duties:

• Strategic Leadership: Develop and execute the  call center's strategic plans, with a strong focus on leveraging data      analytics to drive decision-making and enhance the end-user experience.
• Data-Driven Decision-Making:      Use data analytics to identify trends, predict customer needs, and  optimize call center operations to improve efficiency and service quality.
• Operational Oversight: Direct and manage all  aspects of call center operations, ensuring that processes and workflows      are designed to deliver a seamless and personalized end-user experience.
• Team Management: Lead and inspire a team of supervisors, team leaders, and agents to deliver exceptional service and achieve performance targets.
• Customer Experience Enhancement: Develop and implement strategies to enhance the end-user experience, resolve escalated issues, and drive customer satisfaction.
• Performance Analysis: Analyze call center  metrics and performance data to measure effectiveness, identify areas for      improvement, and implement solutions to enhance operational efficiency and customer satisfaction.
• Process Improvement: Continuously improve call center processes and workflows to streamline operations, reduce costs, and enhance the end-user experience.
• Technology Integration: Evaluate and implement call center technologies and systems that would enhance the end-user      experience.
• Stakeholder Communication: Collaborate with internal stakeholders, such as sales, marketing to align  call center operations with business objectives and ensure a seamless  end-to-end customer experience.
• Online Reputation Management: Develop and implement strategies to monitor and manage the company’s online      reputation, including responding to customer feedback and reviews, to ensure a positive and consistent brand image across digital channels.
• Talent Acquisition: Oversee the end-to-end recruitment process, including job posting, candidate sourcing, resume screening, interviewing, and selection, to ensure efficient and effective hiring of qualified candidates. Implement best practices and utilize technology solutions to streamline recruitment workflows, improve candidate experience, and expedite time-to-hire.
• Employee Engagement: Implement proactive employee engagement programs aimed at fostering a positive work environment, promoting teamwork, and recognizing and rewarding outstanding performance. Utilize employee feedback mechanisms, such as surveys and focus groups, to identify areas for improvement and tailor initiatives to enhance job satisfaction and redu