Customer Service Manager

1. Customer satisfaction management:
• Tenant Relations: Managing and maintaining positive interactions and relationships between us and our tenants.
• Regular Updates: Keep tenants informed about any important updates, changes, or developments related to the property. This includes notifying them about scheduled maintenance, renovations, policy changes, or other relevant information.
• Addressing Concerns and Complaints: Take tenant concerns and complaints seriously and address them promptly and professionally. Implement a structured system for documenting and resolving complaints to ensure accountability and transparency.
2. Vendor management:
• Research Potential Vendors: Conduct thorough research to identify potential vendors who specialize in assisting with tenant license applications.
• Evaluate Communication and Collaboration: Assess the vendor's communication style and willingness to collaborate. Choose a vendor who demonstrates clear communication, responsiveness, and a collaborative approach to working with your team.
3. Internal collaboration:
• Team Leadership: Lead and mentor a team of customer service representatives, providing guidance, support, and training as needed.
• Performance Monitoring: Monitor key performance indicators (KPIs) related to tenant satisfaction, lease renewals, and property maintenance, implementing strategies for continuous improvement. Develop and implement strategies to optimize team performance, productivity, and efficiency, ensuring alignment with organizational objectives and priorities.
• Budget Oversight: Assist in developing and managing CS budgets, tracking expenses, and ensuring adherence to budgetary guidelines.
• Market Update: Stay informed about industry trends, market developments, and competitor activities to identify potential threats or opportunities and proactively adapt customer management strategies accordingly.
• Other duties as assigned.