Director of Resident Service Contact Center - Atlanta GA
Director of Resident Service Contact Center - Atlanta GA
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Job Description
Intro
At Cortland you map the story of your success. We dont adhere to the status quo we love outside industry perspective and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily our high performance continues to drive exponential growth and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills you can forge your own career path love what you do and let it show.
Job Overview
The Director of Resident Services is responsible for the strategic planning and tactical of all operational resident services contact center operations. This role drives resident satisfaction retention and renewals across all communities while optimizing the performance of the centralized Resident Services Center of Excellence (COE). The Director collaborates with the Resident Experience Team Community Operations the OnSite Management teams and others across the organization to deliver an exceptional resident experience aligned with Cortlands service standards.
Roles You Will Play
Resident Experience Strategy & Process Development
- Oversee the Resident Services COE team ensuring seamless support efficient workflows and timely responses.
- Provide leadership mentorship and development opportunities for the Resident Services team.
- Develop implement and update Resident Services Standards of Excellence to drive satisfaction retention and renewals.
- Partner with the Data & Analytics team to create dashboards tracking resident satisfaction metrics and service trends.
- Identify opportunities for automation and process improvements to enhance service delivery.
Performance Management & Optimization
- Set clear performance expectations and manage accountability for the Resident Services team.
- Analyze resident service trends to identify opportunities for training process improvements and feedback for the rest of the organization.
- Develop and deliver training programs in partnership with the Talent Team and Success. Managers (Contact Center Trainers) to ensure highquality service delivery.
- Utilize resident feedback data to drive service enhancements and initiatives.
- Maintain compliance with Fair Housing Act standards and Cortland policies.
Impact & Success Metrics
- Increase resident retention and renewal rates through superior service strategies.
- Enhance resident satisfaction as measured by feedback scores and surveys.
- Improve operational efficiency of the COE through optimized workflows and automation.
- Drive revenue growth through improved lease renewals and resident engagement.
Building Blocks of Success
- Bachelors degree or equivalent industry experience required
- 8 years of experience in contact center operations
- Strong leadership with the ability to inspire and motivate associates (Individual contributors and managers) to do their best work
- Experience in developing and implementing customer service and contact center strategies performance metrics and technology
- Skilled in data analysis problemsolving and decisionmaking
- Excellent communication and organizational skills
- Ability to collaborate and work closely with other functions and levels within the company
- Expert timemanagement prioritization and multitasking skills
- Ability to quickly adapt to an oftenchanging andfastpaced work environment
- Proficient computer skills including Microsoft Office Suite
- Moderate travel is required
Outro
We create reimagine and manage apartment communities for residents nationwide. Headquartered in Atlanta GA we have communities and regional offices all over the country as well as overseas. From product design and procurement to general contracting and property management we do it all to make sure our communities are the perfect setting for living life to its fullest.
Our success is fueled by our belief in a better life where hospitality is always a given each detail is worth a second thought and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people possibilities that translate into superior living spaces and experiences designed to inspire our residents associates and investors to live a better life focused on what matters most to them.
Cortland is an equal opportunity employer and were proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardlessof race color religion gender sexual orientation gender identity or expression national origin age disability protected veteran status genetic information or any other characteristic protected by applicable law.If you have a disability and need an accommodation or assistance with the application process and/or using our website please emailor call 404.965.3988.
Cortland is a drugfree workplace.
Cortland participates in everify to verify the employment status of
all persons hired to work in the United States.
Required Experience:
Director
Employment Type
Full-Time
