RENTERS WAREHOUSE Client Services Manager Salary in the United States

Description

Renters Warehouse is one of the highest reviewed residential property management companies in America. Founded in 2007, we now manage more than $3 billion in residential real estate, servicing 13,000+ investors across 19,000+ residential homes over 42 markets and 25 states. We are a 7x Inc. 500/5000 fastest growing company and have won numerous Best Places to Work awards.

Renters Warehouse is seeking a Client Service Manager to join our team!  This position is the backbone of our property management services and serves an integral part of being a professional landlord. The primary goal of this position is to retain clients through efficient and effective communication by managing a team of client service advisors. This is a revenue generating position that fosters client loyalty and is of great importance to the reputation of Renters Warehouse!  

Schedule

Full-time |  Monday - Friday |  40 hrs/week

Job Responsibilities

• Provide leadership and manage a team of client service advisors (CSAs) - both in the US and virtually

• Be visible and/or available to the client service advisors

• Coach and develop a team of client service advisors

• Train and onboard new client service advisors

• Assign, schedule and monitor daily tasks needed for completion

• Monitor call queue and track inbound calls, including calls waiting, abandonment rate, make busy and DND times

• Listen to recorded calls and provide customer service feedback to client service advisors

• Analyze and share call metric reports with client service advisors, provide feedback and coaching when needed

• Analyze and share ticket reports with client service advisors, provide feedback and coaching when needed

• Take escalated calls from unhappy clients and de-escalate difficult situations to satisfy clients needs

• Determine and document training needs

• Provide 5 star customer service to internal and external clients

• Coordinate and lead floor lead shifts

• Coordinate and lead a weekly/bi-weekly meeting with the client service advisors

  • Team chat sessions

  • One-on-one sessions including providing performance feedback regularly

• Document and create shift reports and share with management team

Qualifications

Must Haves

• High School Diploma

• Call Center management experience leading 5-10 people for a minimum of 3 years

• High sense of urgency and exceptional customer service skills

• Excellent verbal and written communication skills

• Strong problem-solving skills

• Thorough documentation and follow up skills necessary

• Ability to handle difficult conversations and escalated calls

• Strong training and coaching skills

• Live out Renters Warehouse Core Values:  SERVE, CHALLENGE, GROW, UNITE, CELEBRATE, OWN IT, CRUSH IT

Good to have

• Bachelor’s Degree

• Experience in Property Management

• Experience managing remote employees

Culture at Renters Warehouse

• Innovative and collaborative, with a family-feel atmosphere

• Casual office environment (Dress code is “Dress for Your Day” - jeans are encouraged!)

• Employees are recognized and evaluated based on Core Values

• Training and career development are provided

• Free snacks and beverages (yes, you read that correctly!)

• Company outings and volunteering opportunities planned by our Fun Squad