Client Experience Supervisor â Architectural Processing/Client Service
Client Experience Supervisor â Architectural Processing/Client Service
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Job Description
Keystone Pacific Property Management LLC is a prestigious property management firm headquartered in Irvine CA with offices throughout Northern and Southern California Colorado and Idaho. Since 1982 we have led the way in providing superior customer care for our clients in plannedunit developments condos mixeduse commercial new project developments largescale onsite communities and masterplanned community associations.
Were seeking a professional and detailoriented leader with strong supervisory and training experience to
oversee our Architectural Processing and Client Service team. This position is responsible for daytoday
team management queue performance and ensuring exceptional service delivery. The ideal candidate
will be skilled in coaching content creation and driving a culture of learning and continuous improvement.
Summary: The CX Supervisor provides leadership coaching and support to CX Associates to ensure ongoing professional staff development and attainment of CXC service goals. This position is responsible for identifying staff training and performance needs monitoring and evaluating individual and team performance as well as completing special projects when necessary. This position works closely with the CXC Director to ensure proper staffing and performance as well as to help address and manage any significant daytoday staffing issues.
Why Join Keystone
Keystone is a company dedicated to empowering our team members to improve peoples lives beyond expectations. We set ourselves apart by providing an excellent level of service to our team members and clients.
As a member of our team your talents will be nurtured and your contributions will be supported in a valuebased environment that fosters the type of professional quality our customers have come to rely upon.
We provide an environment for people that nurtures leadership and promotes personal success and rewards those who exceed expectations. We foster a culture of open feedback and continuous growth.
Were thrilled to share that Keystone is officially certified as a Great Place to Work! This recognition reflects our commitment to fostering a positive and supportive work environment where everyone can thrive. We invite you to learn more about what makes Keystone special by checking out our certification details here.
What We Offer:
- Competitive Salary
- WorkLife Balance
- Opportunities for career growth
- Training and mentorship from successful leaders in the HOA industry
- Support for Continued Education
- Cell Phone Stipend
- Mileage Reimbursement
- Medical (HMO and PPO) Dental and Vision
- Flexible Spending Account
- Pet Insurance
- PrePaid Legal
- Employer Paid Basic Life/AD&D Insurance
- Voluntary Life and ShortTerm Disability Insurance
- Free Employee Assistance Program
- 401(k) Retirement plan with Company Match
- Financial and Health/Wellness Education
- Bereavement and Mandated Leave of Absence Applicable
- PTO
- 12 Paid Holidays (Floating Holiday/Half Days/Early office closure before certain major holidays)
Essential Job Duties and Responsibilities:
- Recruits hires trains and manages team members responsible for customer support.
- Responsible for training and content creation/maintenance of training tools.
- Measures the effectiveness of all training events and programs. Provides additional training as necessary based on client feedback and quality monitoring.
- Participates in quality monitoring of team members and calibration of team member scoring within the management education and quality teams.
- Ensures team member satisfaction survey mechanisms are in place to verify the balance between efficiency and effectiveness metrics and positive center culture.
- Responsible for implementing process or program change recommendations in the center.
- Ensures CXC service and client satisfaction objectives are met.
- Ensures correct team member scheduling and adherence to schedule in order to support contact volumes.
- Reviews individual team members and team scorecards and trends and provides recommendations for action.
- Responsible for realtime queue management.
- Develops and maintains all CXC processes and procedures to ensure continual improvement in processes workflow and team performance efficiencies.
- Continuously develop and implement improved methods to reduce cost and ensure quality in team member and client interactions.
- Understands and develops expertise in all systems and tools that support the CXC.
- Responsible for supervising Team Members to achieve results. Provides guidance and direction to ensure overall departmental success.
- Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs.
- Participates in management training. Ensures the team receives required training and attends mandatory meetings.
- Monitors and develops Team Member performance to include but not limited to providing feedback coaching training counseling conducting evaluations and delivering recognition and rewards.
- Makes merit decisions within budget and established guidelines. Determines promotions or reclassifications within company policy.
- Ensures team members have current knowledge of information and processes required to provide exceptional client service.
- Ensure the team is kept informed about policies and procedures.
- Manages and coordinates the teams schedule. Reviews and approves timecards and time off requests.
- Follows all Human Resources policies and collaborates with the HR team as needed.
- Manages and participates in special projects as requested.
- Practices and adheres to Keystones Core Values Mission and Vision.
- Any additional job duties as required by the supervisor.
Qualification Requirements:
- Ability to perform all essential duties and responsibilities listed above with minimal supervision handling assignments with the highest level of discretion judgment and independence.
- Excellent organizational and time management skills. Capable of managing competing priorities under pressure and in a fastpaced environment.
- Requires ability to lead others by coaching mentoring and providing training. Ability and experience in successfully leading and coordinating team in a high volume time sensitive environment.
- Must have excellent employee relations skills to resolve problems and provide a high level of employee satisfaction.
- Must have strong written and verbal communication skills. Exceptional customer service skills to provide a high level of customer satisfaction.
- Requires ability to use computers to record store and analyze information. Requires computer proficiency and technical aptitude with the ability to utilize MS Office (Excel Word PowerPoint and Outlook) and various applications found in use within the company. Good knowledge of various business machines typically found in an office.
- Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions conclusions or approaches to problems. Requires strong attention to detail and strong analytic skills. Must be able to solve problems and remain calm and alert during busy activity periods.
- Ability to effectively lead and manage change within the team.
- Preferences:
- Experience in both inbound and outbound contact center supervision
- Knowledge and experience in process improvement
- Knowledge and experience in change management
- Must maintain a clean appearance and professional demeanor.
Education and/or Experience:
- Bachelors Degree in Business or related field or equivalent work experience.
- 3 5 years of supervisory experience.
- High School Diploma or GED required.
Work Environment:
The work environment and physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Exhibit professionalism professional attire and demeanor at all times.
- Ability to drive to communities.
- Ability to sit stand and operate business equipment.
We invite you to view our LinkedIn Instagram and Facebook to get an inside look at what Keystone is all about! Check out our website at . Click on Careers and stay connected!
Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system send an email to for assistance. Please include a description of your requested accommodation your name and contact information. Note: This email address is not for general employment inquiries. Keystone will not respond to inquiries that are not related to the accessibility of the online application system by individuals with disabilities.
Keystone Pacific Property Management LLC is an equalopportunity employer. All applicants will be subject to a Background and MVR Check.
Required Experience:
Manager
Employment Type
Full-Time
