Community Support Services Team Lead

As a Regional Community Support Services Team Lead you’ll be responsible for supporting the operations and ensuring efficiencies of the Community Support Services (CSS) team. The CSS team provides administrative services and support to managers, and sometimes homeowners/vendors by responding to inquiries, concerns, and requests about products and core services. In addition, the Community Support Specialist will escalate or resolve questions, complaints, errors, billing, and other queries. 

Your Responsibilities:  

• Provide direct support and oversight to CSS team; conduct ongoing 1:1’s and check-ins as needed, training and development. 

• Lead operation and implementation of work processes within the CSS team. 

• Ensure team members are adhering to established core services standard operating procedures. 

• Lead team meetings; creating and distributing meeting agendas and recap summary. 

• Partner with the Regional CSS Manager and other leaders working cross functionally on execution of company priorities and initiatives that flow in part or in whole through the CSS team. 

• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that will strengthen the CSS team and meet organizational and client objectives. 

• In partnership with the Regional CSS Manager, engage, strategize, review and improve current procedures and policies, to enhance efficiencies and processes within the team 

• Conduct annual evaluations, develop compensation recommendations for the team, and conduct performance reviews with review and approval of the Regional CSS Manager. 

• Work directly with escalated customer inquiries and/or complaints. 

• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors and ensure that issues are escalated or resolved both promptly and thoroughly.  

• Collaborate directly with property managers, regional directors, internal departments, and associates to ensure a timely resolution of all inquiries.  

• Document the appropriate resolution of all interactions within the appropriate systems and applications.  

• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators. 

Skills & Qualifications:  

• Associate degree in business or related field preferred, or equivalent combination of education and experience.  

• 2+ years of customer service experience in a service industry setting.  

• Office management and previous supervisory experience preferred. 

• Critical thinking, problem solving, judgement and decision-making abilities are necessary.  
• Proven experience adapting to new software or systems without extensive training. Proficiency in computer programs like Microsoft Office, Outlook and Windows required. Experience with ticket management systems, such as Zendesk, preferred.

• Ability to work with sensitive and/or confidential information.  

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary. 

• Must be able to sit and stand for extended periods of time.  

• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.  

• Must have finger dexterity for typing/using a keyboard.  

• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.  

• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.  

• Capable of working extended hours, to include evenings, weekends and holidays as necessary. 

• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting. 

• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills. 

• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns. 

• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties 

• If hybrid work schedule is arranged with supervisor, must follow agreed upon arrangement. Flexibility for hybrid schedule is subject to change by department leaders based on performance and work requirements. 

• If hybrid work schedule is arranged, when working remotely must be able to work with same or better productivity than when in office. Remote work environment must be clear of distractions. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs. 

Compensation: $28.00/hour 

What We Offer:   

As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, and vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.