What are the responsibilities and job description for the Customer Care Manager position at RPM Living?
Overview
Looking for something different? We ARE that something different at RPM Living.Dynamic and fast growth culture and multiple nationwide opportunities let YOU shape your future with us. Top industry pay and benefits, best industry practices, career training and education, people-first focus...… we show you the way to success.
The position: This position contributes to the success of RPM Living by overseeing day-to-day management of the Customer Care team. The Customer Care team was developed to support RPM Living’s customers through email, telephone, SMS, chat, and ticketing communication for the organization’s centralization efforts. The Customer Care Manager is a key leadership position that helps build a world-class team within RPM Living.
Responsibilities
- Effectively Train, coach, and evaluate Customer Care Associates.
- Actively and consistently monitor interactions to ensure standards for services, professionalism, and appropriate solutions are met.
- Maintain a positive, employee focused environment.
- Handle escalated and/or complex requests as needed.
- Assist with system optimizations to provide efficiency gains, goal attainment, and cost-effective customer support.
- Collaborate with CRM Manager to ensure an efficient handoff process between different organizational functions.
- Partner with Corporate Support departments to ensure assigned teams have all necessary tools and technology to provide exceptional service and support for all customer requests.
- Collaborate with Knowledge Management Team to contribute content, ensure KMS is up to date with department processes, and leverage KMS to achieve department goals.
- Assist with new hire and ongoing training efforts. Participate in interviewing, onboarding activities, and other recruitment efforts, as needed.
- Review and communicate routine and ad-hoc performance reporting to customer service colleagues, and other stakeholders.
Qualifications
- Prior multifamily industry experience required.
- Knowledge of call center operations preferred.
- 3 years of experience in an operations management role required.
- Demonstrated ability to provide effective coaching, mentorship, and guidance to customer service teams.
- Very strong written and oral communication skills, including ability to deliver effective presentations to small groups online and in-person.
- Proficient with MS365 Office.
- Ability to create systems, establish protocols, and recommend efficiencies.
- Ability to manage multiple tasks and goals, prioritize assignments, and problem solve.
Company Information
RPM Living participates in E-Verify. For more information, see the E-Verify Participation Poster and the Right to Work Poster.