Job description
Welcome to Mill Creek! We’re glad you’re here!
At Mill Creek Residential we are committed to building a diverse, equitable and inclusive workplace where our associates can grow and bring their whole selves to work. This starts with our recruiting and hiring process.
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We want you to know that we encourage you to apply if this job excites you, even if you don’t meet 100% of the requirements. You may just be the right candidate for this role, or another role and make your mark at Mill Creek.
The Customer Service Manager is responsible for delivering upon the Mill Creek brand promise while managing and supporting customer service initiatives to meet the Property Management business objectives. This position reports to the Soft Skills Training Manager and will work closely with Learning and Development, Property Management associates, and other support departments.
Essential Functions/Responsibilities
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Develop and execute programs to enhance the customer experience vision for Mill Creek Residential
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Analyze Key Performance Indicators, (KPIs) including historical data, trends, and other key metrics to determine areas for improvement and/or celebration
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Act as a strategist in interpreting data, work with onsite and regional teams in developing action plans (online reputation, metrics improvement, customer relations)
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Conduct coaching sessions with managers, as needed to execute customer service resolution
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Approve customer review responses and coach on-site associates as appropriate daily
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Field complaints, issues, and concerns from residents and act as a liaison to resolution
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Support onboarding and training efforts related to customer service initiatives
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Stay informed of customer service and reputation management trends in the real estate industry
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Monitor and suggest changes to customer service procedures, policies, and standards as needed
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Perform other duties as assigned
Education and/or Experience
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Experience with reputation management software and communication systems (phone, email, web) preferred
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Minimum of 2 years of customer service experience required
Skills/Specialized Knowledge
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Proficiency and experience in working with Microsoft business software including Outlook, Word, Excel, and PowerPoint
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Knowledge of reputation management, ORA, Kingsley, and SOCi a plus
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Excellent customer service and interpersonal skills; ability to relate to others
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Strength in communicating technical information in non-technical terms
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Outstanding conflict resolution, collaboration, and coaching skills
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Professional verbal and written communication skills
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Ability to proofread, edit, and craft professionally written correspondence and material
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Maintain flexibility and creativity in a variety of situations
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Ability to work with a highly diverse group of people and customer
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Strong organizational and time management skills, consistently set goals and meet deadlines
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Ability to manage multiple customers and programs at once, operating high-volume communications with ease
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Strong background and working knowledge of the multi-family real estate industry and an understanding of marketing and training relative to day-to-day property operations and portfolio performance
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Knowledge of Entrata and Yardi, a plus.
About the Benefits of joining the Mill Creek Team
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Competitive compensation
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Comprehensive medical, dental and vision
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Employer-sponsored short and long-term disability, Life and ADD insurance
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401k with employer matching
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Paid time off benefits: Vacation, Sick, Holidays
Mill Creek is an Equal Opportunity Employer
Are you ready to contribute to the success of Mill Creek Residential? If so, apply today and become part of an organization that believes in uncompromising integrity, celebrating successes, continuous improvement, and working hard, smart and together!
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