909-Damage Restoration - 5042-909 Damage Restoration Supervisor

Village Management Services•Laguna Woods, CA

2d•$61,480 - $83,740•Onsite

About The Position

Village Management Services, Inc.'s mission is to serve the residents of Laguna Woods Village with the highest level of customer service and professionalism, making Laguna Woods Village the premier active-adult community in Southern California. We value integrity, quality, dedication and open communication in a rewarding and challenging environment. Under direction of Customer Services Manager, plans and participates in all Customer Services Programs and related activities; provides oversight and assistance to the Customer Services Representatives and Community Access Administrative Specialists, as required; answers resident and company requests for service both by telephone and in person; resolves difficult or unusual service problems; collects all relevant information and decides priority, type of service, etc., and enters data into PC computer system; schedules all inside residential work to the satisfaction of Community residents; coordinates the dispatch of resident services; and performs related work as required. Work involves constant telephone and personal contact with residents, oftentimes in difficult and demanding situations. Extensive interdepartmental contacts are typical of this classification. Supervision is exercised directly over Customer Services Representatives and Community Access Administrative Specialists engaged in heavy customer contact in person and by telephone and in clerical accounting/data entry.

Requirements

Graduation from an accredited four-year college or university with major course work in public or business administration and considerable supervisory experience involving planning and scheduling varied activities; or any equivalent combination of education and experience which produces the following:
Knowledge of the occupational hazards and safety precautions of the job.
Knowledge of proper customer service.
Knowledge of the principles, procedures, practices and systems of modern office equipment.
Knowledge of the methods, practices and terminology used in statistical clerical work.
Knowledge of the organization and functions of the corporation.
Ability to learn the principles, laws and procedures in personal computer input.
Ability to organize, lay out and supervise the work of others.
Ability to maintain complex clerical records and prepare complex statistical reports.
Ability to follow up on a variety of matters in a thorough and timely manner.
Ability to relate to the needs and concerns of senior citizens.
Ability to maintain effective working relationships with other employees and the public and to deal with public relations problems courteously and tactfully.
Skill in operation of a 10-key adding machine.
Possession of a valid California driver’s license.
Requires sitting for periods of up to 5 hours; operating computer/keyboard for periods of up to 2 hours; occasional lifting and carrying of up to 10 lbs.; frequent use of hands to finger; occasional reaching.
Reading, detailed work, confidentiality, problem solving, training, math, reasoning, verbal and written communication, customer contact, multiple concurrent tasks, and constant interruptions.

Responsibilities

Plans, organizes, coordinates and supervises the activities of the Customer Services and Community Access functions, resident service requests, and related activities; confers with the Customer Services Manager concerning objectives, new or revised policies, operating problems and matters affecting other departments or divisions; plans and implements new programs or procedures in accordance with established objectives.
Assists in the selection of personnel; with appropriate input from the Customer Services Manager, supervises and directs the work of Customer Services Representatives and the Community Access Administrative Specialists; assists in planning and implementing department training and safety programs; provides feedback to employees throughout their review period; provides feedback during employee performance review that is timely, specific, honest, and designed to help the employee succeed.
Coordinates and participates in the proper processing of chargeable and non-chargeable work orders. Works with personnel engaged in resident complaints on chargeable and non-chargeable services rendered by PCM personnel. Coordinates input and distribution of all service work orders, and maintains an orderly filing system. Monitors the types, volume, and trends of service requests; determines daily work order priorities and coordinates scheduling with affected maintenance personnel.
Ensures the effective use of STELLAR by all Customer Services Representatives and Community Access Administrative Specialists.
Coordinates the duties of the Dispatch Office; handles incoming requests and logs and dispatches in a timely manner all emergency work requests to field units; coordinates batching and printing of service tickets; prepares service tickets for timely and regular distribution to work centers; coordinates requests for DigAlert; monitors and reviews service tickets for correctness.
Decides when to forward appliances under warranty to GE; enters telephone number changes into the computer system; writes and closes prepaid resale service requests; contacts Southern California Edison to report power outages; enters and closes service requests into the computer system. Researches information pertaining to billing disputes and advises Community Services Supervisor of findings. Researches and applies Mutual policy to billing disputes and communicates outcome to affected residents.
Staffs the Resident Information Services meetings for both Third and United Mutuals, and follows up on concerns and inquiries raised during these meetings.
Organizes public relations programs for new programs and general resident concerns.
Supervises the activities of the Community Access functions, including: answering of incoming calls, verification and issuance of annual, temporary, general and business community access passes; verification and issuance of Gate and Bus clearances; verification and issuance of Vehicle Decals; compilation and distribution of Decal Reports as appropriate; verification, issuance and payment processing for Golf Cart Decals (in conjunction with Business Services); quarterly and annual pass renewals; miscellaneous duties as assigned.
Drives a vehicle to meetings, workshops, and other job related responsibilities.
Regular attendance is required. All duties are performed on-site for the Community.
Works effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions from others; keeps commitments; keeps others informed of work progress, timetables and issues; addresses problems and issues constructively to find mutually acceptable and practical business solutions; addresses others by name, title or other respectful identifier; and respects the diversity of our workforce in actions, words and deeds.
Reviews complaints concerning charges or the quality of work performed; discusses particularly difficult or reoccurring service request problems with affected residents, maintenance personnel and others.