Resident Support Services Team Lead Job Bloomington area,Minnesota USA,Management

Description

Job Overview:

The Resident Support Services Team Lead is a key contributor, supporting the management oversight of the Resident Support Services (RSS) team. The role directly supports the company mission, objectives, and goals, and is responsible for the oversight of property management homeowner support services.

Your Responsibilities:

Provide direct support and oversight to RSS team; conduct ongoing 1:1’s and check-ins as needed, training and development.
Lead operation and implementation of work processes within the RSS team.
Lead team meetings; creating and distributing meeting agendas and recap summary.
Partner with the Manager of RSS, Director of Operations and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the RSS team.
Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the RSS team and meet organizational and client objectives.
In partnership wit the Director of Operations, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team
Conduct annual performance reviews with review and approval of the Director of Operations
Work directly with escalated customer inquiries and/or complaints
Work closely with Connect Manager, Senior Welcome Link Coordinator, and CSS Team Lead to ensure information and processes are followed closely by the support teams.
Create necessary accounts internally for new associations.
Support the RSS team by professionally handling incoming requests to meet team SLA’s while ensuring a high level of customer service, as necessary
Provide and coordinate back-up administrative support, as needed.

Additional Responsibilities:

Must maintain regular and punctual attendance to required shifts, meetings, trainings, and related employment engagements to support position responsibilities and duties. Any alterations to required schedule must be reviewed and approved, in advance by your supervisor
Practice and adhere to First Service Residential Global Service Standards.
Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials and supplies.
May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
Ensure all safety precautions are followed while performing the work.
Follow all policies and Standard Operating Procedures as instructed by management.
Perform and range of special projects, tasks, and other related duties as assigned

Supervisory Responsibilities:

Supervise and manage RSS team
Review and approve time-off requests
Assign, monitor, and manage tasks and responsibilities
Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools
Assist in recruiting, interviewing, hiring, and training members of the team
Provide coaching and disciplinary actions, as necessary
Review daily and manage/approve team timecards in ADP

Skills &

Qualifications:

2 years of office management and previous supervisory experience required
High school diploma or GED required
Associate’s or Bachelor’s degree in business field or property management and/or at least 4 of transferrable work experience preferred
Basic proficiency in MS PowerPoint, Excel, and Word strongly preferred

Ability to build and maintain…