Customer Support Manager

PTLA Real Estate Group•Bellingham, WA

2d•Onsite

About The Position

Primary Responsibilities: Leads, coaches, and develops the customer support/leasing team to consistently meet and exceed performance goals Oversees daily operations of the leasing and customer support function, ensuring efficient workflows and high-quality service delivery Monitors team performance including leasing conversion, response times, customer satisfaction, and occupancy goals Partners with Community Manager to set team goals and strategies to drive revenue and resident satisfaction Handles escalated customer concerns and resolves complex issues with professionalism and urgency Ensures team adherence to company policies, Fair Housing laws, and operational standards Collaborates with marketing and operations teams to refine outreach strategies and improve lead generation and conversion Assists training new team members to ensure consistency and culture alignment Continuously identifies opportunities to improve processes, systems, and the overall customer experience QUALIFICATIONS: Polished Presentation Proven Sales Skills Problem Solving and Conflict Resolution Skills Ability to multi-task Strong Verbal and Written Communication Skills Team Player Intermediate Computer Skills / Internet Savvy CORE COMPETENCIES: In order to achieve success, the PTLA team must embrace certain core principles and values. Each team member should possess the first column (bolded). The additional competencies are position specific: Achievement Focus Adaptability Business Ethics Customer Service Communications Consultative Selling Sales Skills EDUCATION AND/OR TRAINING: High school diploma, GED or equivalent

Requirements

Polished Presentation
Proven Sales Skills
Problem Solving and Conflict Resolution Skills
Ability to multi-task
Strong Verbal and Written Communication Skills
Team Player
Intermediate Computer Skills / Internet Savvy
High school diploma, GED or equivalent
Ability to Commute: Bellingham, WA 98229 (Required)
Driver's License (Required)

Nice To Haves

Ability to Relocate: Bellingham, WA 98229: Relocate before starting work (Preferred)

Responsibilities

Leads, coaches, and develops the customer support/leasing team to consistently meet and exceed performance goals
Oversees daily operations of the leasing and customer support function, ensuring efficient workflows and high-quality service delivery
Monitors team performance including leasing conversion, response times, customer satisfaction, and occupancy goals
Partners with Community Manager to set team goals and strategies to drive revenue and resident satisfaction
Handles escalated customer concerns and resolves complex issues with professionalism and urgency
Ensures team adherence to company policies, Fair Housing laws, and operational standards
Collaborates with marketing and operations teams to refine outreach strategies and improve lead generation and conversion
Assists training new team members to ensure consistency and culture alignment
Continuously identifies opportunities to improve processes, systems, and the overall customer experience