Customer Service Lead

Summary:

The Customer Service Lead is responsible for the management and operations of the Residential Fee Management (RFM) Department support staff. The Customer Service lead supervises all aspects of day-to-day operations of the RFM Department, including training, managing, and providing support for subordinate employees. The Customer Service Lead will work closely with the Appfolio Trainer to develop Work Flows and best practices in support of the RFM Property Managers.

Essential Functions:

• Work with the Organizational Efficiency Group (OEG) and Appfolio Trainer to develop Work Flows and document all department business procedures.
• Functions as the Appfolio Expert for the Department.
• Interface with other departments such as accounting to ensure all data input into Appfolio is correct.
• Ensure that the support staff are properly trained on all aspects of their daily functions.
• Audit support staff work products to ensure policies and procedures are followed.
• Provide supervision of all support staff including scheduling and approving timecards.
• Assist with processing applications, work orders, move outs, showings and inspections as needed.
• Function as the Redding office manager, ordering supplies, maintaining services contracts, and initiating repairs as needed.
• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Demonstrates ability to understand financial goals and operate properties in the best interests of the owners and/or the Company.
• Provides constant vendor/contractor communications concerning scheduling, billing, vendor relations, and certificates of insurance.
• Ensures properties are rented to fullest capacity.
• Represents the Company in a professional manner at all times.
• Prepares and implements procedures and systems within Company guidelines to ensure orderly, efficient workflow.
• Uses successful techniques and company directives to screen, hire, orient and train new personnel.
• Ensures efficiency of staff through ongoing training, instruction, counseling and leadership.
• Communicate with owners as needed.
• Prepares daily/weekly/monthly reports as required (traffic, market data, inventory, vacant status, month end, delinquent rent and timesheets).
• Complies with all applicable state, federal, and local laws related to the responsibilities of the position, including landlord-tenant laws.
• Participate in the rotation of the after-hours emergency phone line.
• Regular attendance.
• Travel as required between the Chico and Redding office plus other locations as needed.
• Any other duties assigned.

Other Functions:

• Enforces Company policies and safety procedures.
• Regularly updates job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.

Mental and Physical Demands:

• Experiences frequent interruptions; required to meet inflexible deadlines; requires concentration and attention to detail; requires a high level of organizational and prioritization skills; may occasionally deal with distraught or difficult individuals.
• Requires ability to maintain absolute confidentiality of information received.
• Required to sit for prolonged periods; exposed to visual display terminal for prolonged periods; dexterity and precision required in the operation of a computer.

Supervisory Responsibilities:

• The Customer Service Lead supervises the property management support staff.

Desired Core Competencies/Qualifications:

• Commitment to the Company’s mission.
• Two (2) or more years of prior proven leadership experience guiding and managing direct reports.
• Two (2) or more years of demonstrated success in the Proeprty Management industry.
• Current California Real Estate License.
• Working knowledge of Real Estate Financials.
• Proficient in use of Microsoft Office (Excel, Word, PowerPoint, Calendar, etc.).

• Excellent verbal and written communication skills.
• Self-motivated with strong organizational, multi-tasking, planning, and follow up skills.
• Ability to work independently as well as in a team environment.
• Ability to present self in a professional manner and represent the Company image.
• Demonstrated leadership and project success are expected.
• Ability to work in fast paced environment.

• Ability to establish and maintain effective relationships with co-workers, administrative team, and the public.
• Self-motivated, punctual, detail oriented, and able to work independently.
• Must have excellent organizational and interpersonal skills.
• Knowledge of single-family and large multi-family dwelling rentals.
• Experience with Appfolio is a plus.