Area Support Manager - Tucson, AZ

Strada Services Careers•Tucson, AZ

1d•Onsite

About The Position

The Area Support Manager will oversee and assist customer service Coordinators in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. This role involves managing a team, ensuring compliance with company guidelines, monitoring productivity, providing direct support and coaching, and facilitating communication between management and employees. The manager will also be responsible for administrative tasks such as reviewing timesheets and coordinating performance reviews. A key aspect of the role includes regular travel to all Area locations to monitor operations, provide support, and identify areas for improvement. Additionally, the manager will oversee field payroll activities, ensure adherence to documentation standards, report system issues, maintain system consistency, and ensure daily tasks are covered, especially during coordinator absences.

Requirements

Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proficient in Microsoft Office Suite or related software.
3 years’ experience in a construction environment.

Nice To Haves

Bachelor’s degree preferred.
Previous experience in a supervisory role preferred.

Responsibilities

Oversee and assist customer service Coordinators in their job duties.
Respond to customer inquiries and resolve issues or complaints.
Hire entry-level customer service employees.
Train new employees in customer service policies, procedures, and best practices.
Organize and oversee the schedules and work of assigned staff.
Conduct performance evaluations.
Handle discipline and termination of employees as needed.
Manage a team of customer service representatives and ensure compliance with company guidelines.
Monitor Coordinator productivity and provide feedback and coaching.
Provide direct support to coordinators and ensure employees understand their duties.
Assist with the on-boarding and training of new employees.
Coordinate completion of Employee performance reviews.
Review and post Timesheets.
Ensure adherence to company policies and procedures and recommend training, correction, or disciplinary actions.
Ensure departmental performance goals and deadlines comply with company plans and vision.
Facilitate communication from upper management to employees and vice versa.
Ensure Area Schedule inboxes are well maintained and protocol followed.
Verify builder scheduling emails are being received, processed, and responded to efficiently.
Travel regularly to all Area locations to monitor locations and provide support.
Identify areas in need of improvement.
Monitor and assist field payroll activities.
Facilitate communication between Payroll department and Area Coordinators.
Ensure documentation and printing standards are adhered to.
Report any issues/errors with daily systems (Outlook inboxes, websites, printers, Bolt, DOPS).
Maintain consistency between systems and update information as needed.
Notify required departments of system updates.
Verify all employees have arrived for daily shifts and are working on designated tasks.
Report any late/missing Coordinators.
In the event of Coordinator absence, assure all tasks are covered and productivity is maintained.

Benefits

Competitive Pay Rates
Paid EVERY Friday
Opportunities for Advancement
Paid Time Off (PTO) – Start accruing on Day 1!
Comprehensive Benefits Package available 1st of the month after 30 days, including: Health, Dental, and Vision Insurance
Employee Assistance Program (EAP)
Life Insurance and AD&D
Company-Paid Basic Life Insurance for ALL Employees
Educational Assistance
401(k) Program