Supervisor, Resident Services - (Hybrid)

Amh • Las Vegas, NV

407d

About The Position

The Resident Services Supervisor plays a vital role in overseeing the Resident Services team, ensuring high-quality service delivery to customers while meeting company performance metrics. This position involves managing team performance, providing coaching and training, and handling escalated customer issues, all within a professional and customer-focused environment.

Requirements

• High School Diploma or GED required.
• Bachelor's Degree preferred.
• Minimum of three (3) years relative work experience required.
• Minimum of one (1) year of supervisory or lead position in an inbound call center environment required.
• Experience with customer service software applications required.
• Bilingual abilities (English/Spanish) are a plus.
• Knowledge of Real Estate, construction, and/or Property Management industry preferred.
• Advanced PC skills and proficiency in MS Office required.
• Knowledge of coaching, training methods, and performance enhancing techniques.
• Advanced knowledge of Dynamics CRM, inContact and/or Yardi Voyager preferred.
• Possess strong customer service, quality, and results orientation, with excellent planning, organizing, leadership, supervisory, communication, problem-solving, time management, conflict resolution, and presentation skills.

Nice To Haves

• Bilingual abilities (English/Spanish) are a plus.
• Knowledge of Real Estate, construction, and/or Property Management industry preferred.
• Advanced knowledge of Dynamics CRM, inContact and/or Yardi Voyager preferred.

Responsibilities

• Oversee and manage the performance of the assigned Resident Services Specialist team, providing coaching, feedback, and training to support continuous improvement.
• Manage employee support activities for the team including agent time management, attendance, and payroll.
• Continuously improve the department's performance and ensure best practices by attending trainings or seminars.
• Handle escalated calls that cannot be resolved by the Resident Services Specialists, ensuring resolution and follow-up as needed.
• Foster a professional and customer service-focused environment.
• Review monthly reports to gauge and evaluate team performance against KPIs.
• Conduct team meetings to communicate changes, updates, and other pertinent information, keeping the team informed and connected to the business.
• Meet with other leaders in the call center and provide feedback regarding team performance through reports, QA monitors, and KPIs.

Benefits

• Professional development opportunities
• People-first culture of trust, belonging, and inclusion
• Flexible work schedule options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: High school or GED