909-Damage Restoration - 5042-909 Damage Restoration Supervisor

Village Management Services•Laguna Woods, CA

2d•Onsite

About The Position

Under the direction of the Customer Services Manager, this role plans and participates in all Customer Services Programs and related activities. The position provides oversight and assistance to Customer Services Representatives and Community Access Administrative Specialists, answers resident and company requests for service via telephone and in person, and resolves difficult or unusual service problems. The role involves collecting relevant information, determining priority and type of service, and entering data into a PC computer system. It also includes scheduling inside residential work to resident satisfaction, coordinating the dispatch of resident services, and performing related duties as required. The work involves constant telephone and personal contact with residents, often in demanding situations, and extensive interdepartmental contacts. Supervision is exercised over Customer Services Representatives and Community Access Administrative Specialists who handle heavy customer contact and clerical accounting/data entry.

Requirements

Graduation from an accredited four-year college or university with major coursework in public or business administration and considerable supervisory experience involving planning and scheduling varied activities; or any equivalent combination of education and experience.
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.
Assists in the selection of personnel; 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.
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 all emergency work requests to field units.
Coordinates batching and printing of service tickets; prepares service tickets for 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 the 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.
Organizes public relations programs for new programs and general resident concerns.
Supervises the activities of the Community Access functions, including: answering 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; verification, issuance and payment processing for Golf Cart Decals; quarterly and annual pass renewals; miscellaneous duties as assigned.
Drives a vehicle to meetings, workshops, and other job-related responsibilities.
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.