Resident Support Services Manager

**POSITION:**Resident Support Services Manager SCHEDULE: Regular, Full Time **LOCATION:**Las Vegas, NV SALARY:$70,000-$75,000 annually, depending on experience SUMMARY: 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. MINIMUM/PREFERRED REQUIREMENTS: - The ideal candidate will be either: - A team leader from a service industry setting (hospitality, property management or similar), with experience responding to customers in writing or via email. OR - A call center supervisor with experience improving processes and systems, and experience administering a ticketing system (ideally, Zendesk) Preferred candidates will also bring: - Bachelors degree in business or related field preferred, or equivalent combination of education and experience. - Advanced proficiency in Windows and Microsoft Office, (Outlook, Word, and Excel, Visio, etc.). - Experience in data analytics, goal setting and performance management Skills and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. - Team management - Interact effectively, communicate clearly, and understand meeting the needs of others. - Excellent organization, planning, motivation and interpersonal skills. - Critical thinking, complex problem solving, judgment, and decision-making ability. - Must have a strong work ethic and be detail-oriented with excellent multitasking skills. - Ability to prioritize work, meet deadlines and work well under pressure. - Ability to work with sensitive or confidential information. - Ability to work in a team environment as well as independently and be self-driven - Ability to balance policy and consistency with customer needs and the needs of the business JOB RESPONSIBILITIES/DUTIES: 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 heir 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 depar