We are seeking a dynamic and experienced csr team lead to join the growing team of a us-based community association management company. Experience in the community association management industry is required.
this professional will be responsible for overseeing the customer service representatives to ensure they provide excellent support, achieve performance targets, and maintain a high level of satisfaction. This role involves coordinating daily operations, providing training and support, and acting as a point of escalation for complex customer issues. This role also requires effective coordination and management of tasks within the vantaca software platform.
responsibilities include:
team leadership:
* supervise, motivate, and mentor a team of customer service representatives.
* conduct team meetings to update the team on best practices and expectations.
* provide constructive feedback and performance reviews to team members.
customer support:
* handle escalated customer inquiries and complaints in a professional manner.
* ensure all customer interactions are handled with the highest level of service.
* assist with resolving complex customer issues and provide appropriate solutions.
training and development:
* train new customer service representatives and provide coaching to team members.
* develop training materials and conduct training sessions to enhance team performance.
performance management:
* monitor team performance metrics and kpis, ensuring targets are met.
* prepare and present performance reports to the customer service manager.
* implement strategies to improve team efficiency and customer satisfaction.
operational coordination:
* ensure adequate staffing levels to meet customer service demands.
* maintain accurate records of customer interactions and transactions.
* collaborate with other departments to resolve issues and improve processes.
qualifications:
* minimum of 3-4 years of experience in customer service roles for hoa or property management industry (us-based companies)
* previous experience in a leadership or supervisory role preferred.
* experience with vantaca software is highly desirable.
* excellent communication and interpersonal skills.
* strong problem-solving abilities and conflict resolution skills.
* ability to multitask and manage time effectively.
* proficient in customer service software, crm systems, and microsoft office suite.
* strong leadership and team-building skills.
* high level of patience, empathy, and professionalism.
* detail-oriented with a focus on delivering quality service.
* ability to work in a fast-paced environment and handle high-pressure situations.
* willingness to work for a full time 40 hours a week following us timezone
perks:
100% payroll (benefits of law)
superior benefits after 5th month:
- savings fund of 8%
- 30-day christmas bonus
- sick leave
- major medical insurance
location: anywhere in mexico (fully remote opportunity - must count with intel core i5 / ryzen 5 and at least 8 gb ram memory)
able to work 40 hours per week (5 days a week, 8 hour shift + 1 hour lunch, us eastern time zone)
if interested, please apply here. You'll receive an email from our recruitment team (pvstaffing) to let you know about next step.
(please check your spam as well, sometimes first email gets lost there)
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job type: full-time
pay: from $21,000.00 per month
experience:
* hoa / property management : 2 years (required)
* customer service : 3 years (required)
language:
* advanced english (required) (required)
work location: remote