Resident Support Services Manager

The Resident Support Services Manager - West (RSS Manager) reports to the Director of Operations, West Hub, the Manager, RSS, West provides leadership to critical internal teams that are at the heart of our client deliverables. The Manager is responsible for overseeing Team Leads/Supervisors and their direct reports (approx. 22 associates). The Manager, RSS, West, works collaboratively with the HOA and Community Managers to ensure our residents’ needs are fulfilled in a timely and accurate way.

This function identifies opportunities for continuous improvement, people development and internal relationship management to enable to team to be effective and ensure the requirements of the business are met.

Las Vegas, NV

$70,000-$75,000 / Annual

• Ensure service excellence is the focus across all team members in the department and that consistent, quality service and prompt resolution to all customer enquiries (tickets) is executed
• Conduct regular audits on open and closed tickets and work orders to ensure team is meeting and delivering defined service-level agreements (SLA) and key performance indicators (KPI). Periodically review and resolve escalated resident calls and inquiries from service agents
• Escalate urgent / complex resident inquires and work with appropriate cross functional departments to ensure resolution. Handle escalations of resident inquiries/tickets
• Make recommendations and implement process improvements to streamline and continuously enhance service offering to residents
• Provide coaching/training or assistance with providing resolutions to residents as required
• Coordinate with the CSS (Community Support Services) leader to cross train associates and identify opportunities for additional cross functional collaboration
• Coordinate and coach on best practices for the Property Management and Regional Director teams.
• Leads with the mindset of a Talent Champion – a leader who ensures that each member of the team is coached, supported, developed, listened to, throughout their career with the company
• Proposes solutions and enhancements for the RSS teams and overall business in conjunction with the Director, Operations West Hub
• Manages and oversees the RSS team and their direct reports, including managing team performance, coaching and managing performance as required, approving timecards, vacation requests, etc.
• Be able to interpret and understand dashboards and other analytics, reports and data, to make decisions and recommendations and manage team performance and department SLA
• Manages and implements continuous process improvements
• Keeps up to date with software updates and implements change/upgrades as software allows
• Create, build and update Standard Operating Procedures (SOP’s)
• Create, build and update process flows/mapping
• Generate reporting for various stakeholders with the Market and Regional Operations and Executive Leadership teams
• Create and maintain a wide variety of reporting for the Operations team
• Conduct interviews and hire RSS agents and Supervisors/Team Leads
• Facilitates process changes and improvements within Zen Desk
• Reviews Net Promoter Score (NPS) surveys and provides feedback to team members and other departments as needed
• This role requires travel to other locations based on Company needs in accordance with our Travel and Entertainment policy.
• Additional assignments and duties may be assigned from time to time

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

To perform this job successfully, an individual must be able to…