Customer Care Team Lead

Overview The Community Support Services Team Lead is responsible for the management and oversight of the Community Support Services (CSS) team. The role directly supports the company mission, objectives and goals, and is responsible for the oversight of property management central support services. Compensation: $26-28/hr. FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future. Responsibilities Lead operation and implementation of work processes within the CSS/Admin team. Partner with the Community Support Services manager and other leads cross-functionally on execution of company priorities and initiatives that flow in part or in whole through the admin team. Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the admin team and meet organizational and client objectives. In partnership with the Director of Operations, engage, strategize, review, and improve current procedures and policies to enhance efficiencies and processes within the team. Provide direct support and oversight to the administrative team; conduct ongoing check-ins as needed, training and development. Conduct annual evaluations, develop compensation recommendations for the team, and conduct performance reviews with review and approval of the Director of Operations. Work directly with escalated customer inquiries and/or complaints. Collaborate with the escalated Connect Manager and Senior WelcomeLink Coordinator to ensure information and processes are followed by the administrative and support teams. Create necessary internal accounts for new associations. Provide and coordinate back-up administrative and reception support as needed. Supervise and manage CSS team; assign, monitor, and manage tasks and responsibilities. Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools. Assist in recruiting, interviewing, hiring, and training members of the team; provide coaching and disciplinary actions as necessary. Qualifications Ability to build and maintain positive working relationships. Strong communication skills, written and verbal. Well-developed interpersonal aptitude including excellent organizational abilities. Effective problem-solving and collaborative abilities. Skills and/or aptitude for managing a systems-based approach to administrative support. Must maintain regular and punctual attendance; any alterations to schedule must be reviewed and approved in advance by your supervisor. Education and Experience Office management and previous supervisory experience required. High school diploma or GED required. Associate’s or Bachelor’s degree in business or property management and/or at least 5 years of transferrable work experience preferred. Basic proficiency in MS PowerPoint, Excel and Word strongly preferred. Tools and Equipment Used General office equipment. Physical Requirements & Working Environment Sitting at a desk; use of keyboard; movement within Corporate Office. Must be able to sit for extended periods of time. Ability to lift up to 50 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings. Schedule is subject to change based on business needs. What We Offer Medical, dental, and vision plans (full time and part time 30+ hours). Part time 20+ hours qualify for dental and vision. 401K match. Time off including vacation, sick, and company paid holidays. Pet insurance available. Tuition reimbursement. Legal services. Free emotional wellbeing and daily life assistance support for all associates. Domestic partner coverage. Health savings account. Flexible spending account. About Us FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development. Disclaimer: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time. FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws. All offers of employment with FirstService Residential are contingent upon a satisfactory background check. #J-18808-Ljbffr