Regional Community Relations Manager

Hotwire Communications • Myrtle Beach, SC

2d

About The Position

The Regional Community Relations Manager is responsible for building and effectively managing a high-performing team of Account Managers and Property Support Specialists in the region to ensure the delivery of contractual commitments. Duties / Responsibilities: Build a high-performing team of Account Managers and/or Property Support Specialists. Cultivate lead generation through industry group relationships, develop strategic networking partnerships, and evangelize Hotwire to prospective customers all with the end goal of new qualified leads. Build deep Property Management, Vendor and key industry player relationships. Coach and develop Account Managers and Property Support Specialists to optimize individual performance, team performance and customer satisfaction. Perform management responsibilities in accordance with the organizations policies and applicable laws; interview and train employees; plan, assign and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems. Partner with the Launch Account Management team to ensure that all new projects are transitioned successfully to daily operations. Ensure team members are regularly trained and updated on products and services, changes in policies/procedures and the art of providing Concierge Level Customer Service. Develop trusted, long-term relationships with board members, property managers and residential customers at assigned communities to ensure support systems are meeting/exceeding customer expectations. Regularly check the customer satisfaction of board members, property management staff and VIP customers. Oversee the development and implementation of community specific support strategies. Monitor results and manage key metrics at each community to maintain and improve customer satisfaction. Deliver training and host promotional activities at assigned communities to promote awareness and penetration of products and services. Partner effectively with other departments, including Construction, Launch, Installation, Field Service, Customer Service, Marketing, Dispatch, etc. to help minimize escalations, repeat trouble calls and customer dissatisfaction. Conduct monthly audits of assigned communities to ensure contractual obligations are being met, customer facing collateral and webpages are updated, and our brand is being professionally represented at all times. Attend and speak at Town Hall, Condominium, HOA and Community Events as needed. Requires the consistent use of independent judgement over matters of significance. Other duties as assigned by Supervisor.

Requirements

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Bachelor’s degree in business.
• Minimum five years of successful, customer facing team leadership experience in the hospitality, telecom or property management industry.
• Proven record of strong client relationships.
• Business acumen, management, analytical, and problem-thinking skills.
• Relevant technical knowledge of accounting and bookkeeping principles and methods
• Excellent interpersonal and verbal communication skills.
• Ability and willingness to work a flexible full-time schedule that may include weekends and holidays.

Responsibilities

• Build a high-performing team of Account Managers and/or Property Support Specialists.
• Cultivate lead generation through industry group relationships, develop strategic networking partnerships, and evangelize Hotwire to prospective customers all with the end goal of new qualified leads.
• Build deep Property Management, Vendor and key industry player relationships.
• Coach and develop Account Managers and Property Support Specialists to optimize individual performance, team performance and customer satisfaction.
• Perform management responsibilities in accordance with the organizations policies and applicable laws; interview and train employees; plan, assign and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems.
• Partner with the Launch Account Management team to ensure that all new projects are transitioned successfully to daily operations.
• Ensure team members are regularly trained and updated on products and services, changes in policies/procedures and the art of providing Concierge Level Customer Service.
• Develop trusted, long-term relationships with board members, property managers and residential customers at assigned communities to ensure support systems are meeting/exceeding customer expectations.
• Regularly check the customer satisfaction of board members, property management staff and VIP customers.
• Oversee the development and implementation of community specific support strategies.
• Monitor results and manage key metrics at each community to maintain and improve customer satisfaction.
• Deliver training and host promotional activities at assigned communities to promote awareness and penetration of products and services.
• Partner effectively with other departments, including Construction, Launch, Installation, Field Service, Customer Service, Marketing, Dispatch, etc. to help minimize escalations, repeat trouble calls and customer dissatisfaction.
• Conduct monthly audits of assigned communities to ensure contractual obligations are being met, customer facing collateral and webpages are updated, and our brand is being professionally represented at all times.
• Attend and speak at Town Hall, Condominium, HOA and Community Events as needed.
• Requires the consistent use of independent judgement over matters of significance.
• Other duties as assigned by Supervisor.

Benefits

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

What This Job Offers

• Job Type: Full-time
• Career Level: Manager