250-Customer Service - 2005-250 Sr. Customer Svc Rep

250-Customer Service - 2005-250 Sr. Customer Svc Rep

Under direction of the Resident Services Supervisor, the Sr. Customer Service Representative provides quality and efficient customer service to customers through the daily management of a team of employees to include motivating, coaching, training and problem solving. Additionally, the position is responsible for assisting the Resident Services Supervisor with development, analyses and implementation of staffing, training and scheduling.

Provides daily direction and communication to employees so that resident service calls and walk-ins are answered in a timely, efficient and knowledgeable manner.

Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers.

Coordinates the work for the Customer Service Representatives and assists with the training of new hires; coaches Customer Service Representatives in regard to policy, procedures and service etiquette; and reports to the Resident Services Supervisor emerging issues that require prompt attention.

Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Works as leader of special or ongoing projects that are important to area/process improvement.

Performs the work of customer service staff as needed to accomplish work goals.

Delegates different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor.