Team Leader, Resident Screening - Customer Service

  1. Waltham,MA
  2. Sep 09, 2017
  3. Government : Military
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There's an exciting opportunity to join one of the fastest growing software firms in the real estate industry! Yardi Systems is hiring for a Customer Service Team Leader to join their growing office in Waltham, MA!

The Team Leader for Resident Screening is responsible for responding to inbound customer inquiries via telephone, web and email communications, as well as the day-to-day operation and performance of an assigned team of Customer Service Representatives. This includes, but is not limited to, assisting Customer Service Representatives to improve their product and industry knowledge; answering questions and explaining problem solving techniques; resolving or escalating issues; providing guidance for communicating with clients; assisting with training as it pertains to the position and providing input into performance reviews. Additionally, the Team Leader provides coverage for the Manager, assists with preparing and conducting team meetings, performs quality assurance checks and promotes a positive work environment. 

ESSENTIAL RESPONSIBILITIES:
70% Client Support
Handles customer calls efficiently, effectively and professionally when responding to customers' requests and challenging customer situations or responses. 
Understands and complies with company resident screening practices, safeguards, policies and legal compliance regulations.
Meets company-established customer service standards for service (e.g., first call resolution). 
Achieves productivity standards while maintaining the highest level of customer service (e.g., meets or exceeds all departmental goals)
Is the point person for handling escalations.
Assists Manager when and where needed with special projects.
Mentors and is the role model for new hires and teammates.
Assists with training to internal and external new hires (e.g., CSR I, II and III employees).
Resolves day-to-day team member questions / issues and escalates as needed.
Resolves day-to-day questions / issues from other departments and escalates as needed.
Acts as a subject matter expert for all products, policies and procedures.

ADDITIONAL RESPONSIBILITIES: 
30% Team Support
Monitors and assists team members on a daily basis to maintain a high level of competence in phone skills and adherence to proper procedures. I.E. Offers suggestions on how a call could have been handled more efficiently.
Communicates and assists team members in understanding their roles and responsibilities and establishing collaboration and teamwork. I.E. Provides over view of how to manage day to day workload efficiently. 
Monitors individual and team performance metrics for opportunities of continuous improvement. Reviews monthly reports and offers feedback to ensure reps achieve department goals.
Assists team members to improve their product and industry knowledge; explains problem solving techniques; and provides guidance for communicating with clients.
Assists manager with day-to-day operations ensuring that the team is on track to meet monthly goals. Monitors queues throughout the day to ensure team handles interactions within key performance indicators. 
Assists with reviewing and implementing policies and procedures.
Assists Manager with conducting and preparation of team meetings. Review agenda and provide updates and / or additional items for discussion.
Assists with conducting Quality Assurance checks. Listens to calls and scores according to parameters within the QA Program. 
Assists with assembling monthly reporting. Pulls reports from phone software and assemble for distribution to upper management.
Provides leadership coverage when Manager is unavailable. I.E. Approves timesheets, handles escalated calls, point person for upper management.

EDUCATION/QUALIFICATIONS/EXPERIENCE DISTINCTIONS:
2 year college degree or equivalent experience
Six plus (6+) years of customer service, and/or related work experience or education
Previous customer service supervisor or manager experience preferred
Proven experience mentoring, coaching and training other team members
Demonstrates an ability to nurture a cooperative, team-oriented environment
Resident Screening industry knowledge and experience highly desirable

REQUIRED SKILLS/ABILITIES:
Experience using a customer service ("CRM") or sales database system
Excellent written and verbal communication skills
Professional phone demeanor skills
Proficiency in Microsoft Office SuiteAbility to meet critical deadlines and prioritize multiple tasks in a fast-paced environment
High attention to detail and strong organizational skills

Yardi Systems is a successful independent software company with a proven history of growth and market leadership in the multi-billion dollar global commercial real estate industry. We employ talented, motivated and innovative people that are focused on delivering superior solutions to our clients and are passionate about working with other highly skilled professionals in team environments.

If you are seeking an opportunity to join a winning team, work with the latest Microsoft technologies and develop your career, then Yardi Systems is the place for you. We have a pleasant and casual work environment, competitive salaries, and a comprehensive benefits package. Our corporate culture stresses integrity, respect, trust, responsibility, and fun.

EOE Race/Gender/Disability/Vets.

Full-time

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