Client Experience Supervisor

Description

Keystone Pacific Property Management, LLC is a prestigious property management firm headquartered in Irvine, CA, with offices throughout Northern and Southern California, Colorado, and Idaho. Since 1982, we have led the way in providing superior customer care for our clients in planned-unit developments, condos, mixed-use, commercial, new project developments, large-scale onsite communities, and master-planned community associations. 

We have an excellent opportunity for an experienced Client Experience Supervisor to join our amazing environment with an opportunity for continuous growth and development. For more information, please continue reading below! 

Summary: The CX Supervisor provides leadership, coaching and support of CX Associates in order to ensure ongoing professional staff development and attainment of CXC service goals. This position is responsible for identifying staff training and performance needs, monitoring, and evaluating individual and team performance as well as completing special projects when necessary. This position works closely with the Regional Manager to ensure proper staffing and performance as well as to help address and manage any significant day-to-day staffing issues. 

Why Join Keystone? 

Keystone is a company dedicated to empowering our team members to improve people’s lives beyond expectations. We set ourselves apart by providing an excellent level of service to our team members and clients. 

As a member of our team, your talents will be nurtured, and your contributions will be supported in a value-based environment that fosters the type of professional quality our customers have come to rely upon. 

We provide an environment for people that nurtures leadership and promotes personal success and rewards those who exceed expectations. We foster a culture of open feedback and continuous growth. 

We're thrilled to share that Keystone is officially certified as a Great Place to Work! This recognition reflects our commitment to fostering a positive and supportive work environment where everyone can thrive. We invite you to learn more about what makes Keystone special by checking out our certification details here.

What We Offer:

• Competitive Salary
• Work-Life Balance
• Opportunities for Career Growth
• Training and Mentorship from Successful Leaders in the HOA Industry
• Cell Phone Stipend 
• Mileage Reimbursement 
• Medical (HMO and PPO), Dental, and Vision
• Flexible Spending Account
• Pet Savings
• Pre-Paid Legal 
• Employer Paid Basic Life/AD&D Insurance 
• Voluntary Life and Short-Term Disability Insurance
• Free Employee Assistance Program
• 401(k) Retirement Plan with Company Match
• Financial and Health/Wellness Education
• Bereavement and Mandated Leave of Absence Applicable 
• Paid Time Off (PTO)  
• 12 Paid Holidays (Floating Holiday/Half Days/Early office closure before certain major holidays)

Requirements

Essential Job Duties and Responsibilities:

• Recruits, hires, trains, and manages team members responsible for customer support.
• Responsible for training and content creation/maintenance of training tools.
• Measures the effectiveness of all training events and programs. Provides additional training as necessary based on client feedback and quality monitoring.
• Participates in quality monitoring of team members and calibration of team member scoring within the management, education, and quality teams.
• Ensures team member satisfaction survey mechanisms are in place to verify balance between efficiency and effectiveness metrics and positive center culture. 
• Responsible for implementing process or program change recommendations into the center. 
• Ensures CXC service and client satisfaction objectives are met.
• Ensures correct team member scheduling and adherence to schedule in order to support contact volumes.
• Reviews team member and team scorecards, trends, and recommends action. 
• Responsible for real-time queue management.
• Develops and maintains all CXC processes and procedures to ensure continual improvement in processes, workflow, and team performance efficiencies.
• Continuously develops and implements improved methods to reduce cost and ensure quality in team member and client interactions.
• Understands and develops expertise in all systems and tools that support the CXC.
• Responsible for supervising Team Members to achieve results. Provides guidance and direction to ensure overall departmental success.
• Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs.
• Participates in management training. Ensures team receives required training and attends mandatory meetings.
• Monitors and develops Team Member performance to include, but not limited to, providing feedback, coaching, training, counseling, conducting evaluations, and delivering recognition and rewards.
• Makes merit decisions within budget and established guidelines. Determines promotions or re-classifications within company policy.
• Ensures team members have current knowledge of information and processes required to provide exceptional client service.
• Ensures team is kept informed about policies and procedures.
• Manages and coordinates team’s schedule. Reviews and approves timecards and time off requests.
• Follows all Human Resources policies and collaborates with HR team as needed.
• Manages and participates in special projects as requested.
• Practices and adheres to Keystone’s Core Values, Mission, and Vision.
• Any additional job duties as required by the supervisor. 

Qualification Requirements:

• Ability to perform all essential duties and responsibilities listed above with minimal supervision, handling assignments with the highest level of discretion, judgment, and independence.
• Excellent organizational and time management skills. Capable of managing competing priorities under pressure and in a fast-paced environment.
• Requires ability to lead others by coaching, mentoring, and providing training. Ability and experience in successfully leading and coordinating team in a high volume, time sensitive environment.
• Must have excellent employee relations skills to resolve problems and provide a high level of employee satisfaction.
• Must have strong written and verbal communication skills. Exceptional customer service skills to provide a high level of customer satisfaction.
• Requires ability to use computers to record, store and analyze information. Requires computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, PowerPoint, and Outlook) and various applications found in use within the company. Good knowledge of various business machines typically found in an office.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Requires strong attention to detail and strong analytic skills. Must be able to solve problems and remain calm and alert during busy activity periods.
• Ability to effectively lead and manage change within the team.
• Preferences:
  • Experience in both inbound and outbound contact center supervision
  • Knowledge and experience in process improvement 
  • Knowledge and experience in change management
• Must maintain a clean appearance and professional demeanor.
• Verifiable references.
• Able to pass a background check. 

Education and/or Experience:

• Bachelor’s degree in Business or related field or equivalent work experience.
• High school degree or GED required.
• 3 - 5 years of supervisory experience.

Work Environment:

The work environment and physical demands described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

• Ability to drive to communities.
• Ability to sit, stand, and operate business equipment. 
• Typical office environment with low-level noise exposure.

We invite you to view our LinkedIn, Instagram, and Facebook to get an inside look at what Keystone is all about! Check out our website at www.kppm.com. Click on “Careers” and stay connected!

Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system, send an email to hr@keystonepacific.com for assistance. Please include a description of your requested accommodation, your name, and contact information. Note: This email address is not for general employment inquiries. Keystone will not respond to inquiries that are not related to the accessibility of the online application system by individuals with disabilities.

Keystone Pacific Property Management, LLC is an equal-opportunity employer. All applicants will be subject to a Background and DMV Check.