Team Leadership:

• Supervise, motivate, and mentor a team of customer service representatives.
• Conduct regular team meetings to update the team on best practices and ongoing expectations.

Customer Support:

• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Ensure all customer interactions are handled with the highest level of service.
• Assist with resolving complex customer issues and provide appropriate solutions.
• Provide constructive feedback and performance reviews to team members.

Training and Development:

• Train new customer service representatives and provide ongoing coaching to existing team members.
• Develop training materials and conduct training sessions to enhance team performance.
• Stay updated with the latest industry trends and best practices.

Performance Management:

• Monitor team performance metrics and KPIs, ensuring targets are met.
• Prepare and present performance reports to the Customer Service Manager.
• Implement strategies to improve team efficiency and customer satisfaction.

Operational Coordination:

• Coordinate scheduling and ensure adequate staffing levels to meet customer service demands.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to resolve issues and improve processes.

1. Minimum of 3-5 years of experience in a customer service role, preferably within the property management industry.
2. Previous experience in a leadership or supervisory role preferred.
3. Familiarity with property management software such as Vantaca, AppFolio, or similar platforms is a strong advantage.
4. Excellent communication and interpersonal skills.
5. Strong problem-solving abilities and conflict resolution skills.
6. Ability to multitask and manage time effectively.
7. Proficient in customer service software, CRM systems, and Microsoft Office Suite.
8. Strong leadership and team-building skills.
9. High level of patience, empathy, and professionalism.
10. Detail-oriented with a strong focus on delivering quality service.
11. Ability to thrive in a fast-paced environment and handle high-pressure situations.
12. Must be comfortable working 100% remotely with a reliable home office setup.
13. Willingness to work full-time, 40 hours per week, following the U.S. time zone.