Customer Experience Team Lead

Description

ConcordRENTS is a distinguished leader in providing a quality and customer-centric property management experience with a focus on affordable and market rate multifamily communities throughout Florida. Our continued success is based upon our exceptional team members.

Join ConcordRENTS to advance your career while working for a company with over a 30-year history investing in maintaining our community and our team members while also enjoying industry-leading starting wages. ConcordRENTS is committed to creating a pathway to a minimum wage of at least $20 per hour within the first 6 months of satisfactory employment. In addition, we offer rental discounts ranging from 20% to 50% at participating communities for select team members.

Our team members' commitment to the company is strengthened by ConcordRENTS belief that everyone has a right to earn a living wage and prepare themselves for a secure retirement. ConcordRENTS is proud to make continued investments in our valued team members by offering a rich 401-K program that includes a company match of up to $5,250 per year. Our 401-K program offers a company match of 150% on the first 3% invested by an eligible team member, with additional matching up to $5,250 annually.   

Team members joining us with industry experience sometimes cite lack of investment by their previous organizations as a motivating reason to make a career change. Our management approach is to maintain the value and integrity of our communities while demonstrating exceptional customer service. This philosophy is accomplished by building relationships with our residents while providing them with a quality housing experience without the concern of whether the community can afford a repair. Ultimately, we measure the value of our performance based on the satisfaction of our residents.

ConcordRENTS recognizes that the spirit of teamwork and community is the true key to our growth as a company. Our legacy is propelled by the ability to meet the needs of a changing market and to stay ahead of the competition, making ConcordRENTS a meaningful place to work.

BASIC PURPOSE:
Responsible for overseeing the day-to-day operations of the Customer Experience Team working closely with and assisting the Customer Experience Analytics Manager with coaching Customer Experience Professionals, developing process and procedures, reviewing Customer Service issues and complaints and having phone, chat and email interactions with internal and external customers.

ESSENTIAL FUNCTIONS:

• Train, develop, and review performance with team members on the Customer Experience Team.
• Review ShoreTel call reporting, live and recorded calls to identify and document performance to drive productivity.
• Resolves any and all escalated customer service concerns and complaints in a timely and collaborative manner.
• Understands the entire application and recertification workflow and processes as it relates to Yardi Voyager and Concord Café.
• Ensure that all employees are aware of company policy, affordable housing regulations, and resident selection criteria and ensures that applications are processed in accordance with those requirements.
• Provide on-going training for the Customer Experience Team regarding compliance and customer support issues.
• Collaborates with the Compliance/Recertification Team to address any compliance issues with Specialists to ensure there is a cohesive relationship between all groups to ensure timely and compliant application process for all applicants.
• Collaborates with Operation Leadership to resolve any conflicts or issues for applicants or residents contacting assigned contact centers.

Pay for this position is commensurate with experience of candidate.

Qualifications

Knowledge and Experience

• Must become familiar with Concord Management policies and procedures relating to both operations and compliance.
• Must have in-depth knowledge of credit reporting regulations as well as HUD and IRS regulations relating to the Low Income Housing Tax Credit, Tax-Exempt Bond, SAIL, SHIP, and HOME Programs, including state-specific interpretations of the regulations for all states in which Concord operates.
• Intermediate knowledge of Microsoft Word, Excel, and Outlook as well as property management software required.
• Must possess a positive attitude and have excellent verbal, written and interpersonal skills; ability to work well in a fast-paced environment and resolve conflicts; must be proactive, work independently and follow tasks through to completion.
• Duties also require attention to detail and the ability to analyze complex data.
• Minimum three (3) years of call center or similar customer service related field and one (1) year of experience determining both credit worthiness and affordable housing (LIHTC, Bond, SAIL, SHIP, HOME) applicant eligibility.
• Bachelor’s degree in a business discipline and/or equivalent professional experience is preferred.
• Experience with detail-oriented work, such as property management (including leasing) banking, accounting or other affordable housing programs is preferred.
• Real estate community management and Yardi Voyager experience is a plus.
• Ability to speak, read and write English for safety and productivity reasons.