Customer Service Supervisor

Description

PMP is seeking a motivated, detailed, communicative, and personable professional to join our team as

Customer Care Supervisor, Valencia, CA.

Who We Are

Property Management Professionals LLC. (PMP) is an industry-leading Association management firm providing extraordinary services to common interest developments throughout Southern California, Arizona, Utah and Texas. PMP delivers a boutique-style level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms.

PMP is one of the fastest-growing management firms in each of our respective submarkets, which provides our team members a unique opportunity to develop and grow their careers. Our people-centric culture attracts and retains the industry’s top talent and has served as one of our competitive advantages, driving our growth and success over the past decade and a half.

To learn more about PMP and our unique company culture, we invite you to visit our social media platforms below:

Instagram/pmpmanage

facebook/pmpmanage

linkedin/company/pmpmanagement

Who We’re Looking For

PMP is looking for energetic, passionate, personable, and detail-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service to our valuable clients.

Position Description: As a Customer Care Supervisor, you'll lead and mentor a team, ensuring exceptional service delivery through effective communication with customers and continuous performance evaluation. Your responsibilities include overseeing training programs, analyzing data for insights, and fostering a collaborative environment to drive team success. The Customer Care Supervisor will specialize in Billing and Statement inquiries, Community Rules Review, Work-Orders/Repairs, complaints, HOA violations, and other HOA/property management-related tasks.

Position Duties

• Supervise and mentor the customer care team to conduct performance evaluations and provide feedback.
• Communicate with customers in person, via phone, and email to address complaints promptly and professionally.
• Implement training and programs for team members.
• Stay updated on industry best practices.
• Analyze call volume, feedback, and performance data to present insights to senior management.
• Conduct regular audits to maintain call quality compliance.
• Monitor KPIs and identify areas for improvement.
• Develop team-building activities to drive performance. Recognize outstanding team accomplishments.
• Navigate various systems to field questions that Customer Care Champions may have regarding billing, statements, fees, HOA rules, repairs, and other property management-related inquiries.
• Build strong working relationships with internal and external partners through consistently effective communication and teamwork.
• Oversee the end-to-end recruitment process, including job posting, candidate sourcing, resume screening, interviewing, and selection, to ensure efficient and effective hiring of qualified candidates.
• Other duties as assigned.
  
  

Required Qualifications

• High School Diploma or College Degree preferred
• Previous call center or customer service experience required – this is the primary focus of our organization
• Ability to multi-task in a fast-paced environment
• Motivated and self-starter
• Ability to build rapport with clients
• Excellent written and verbal communication skills
• Proficient in Microsoft Word, Excel, Outlook, and Windows
  
  

Knowledge, Skills, And Abilities

• Excellent computer abilities to navigate our care systems, as well as the Microsoft Office
• Strong problem-solving skills
• Basic data-entry and typing skills
• Basic mathematical abilities
• Regular, predictable attendance
• Schedule flexibility to work 40 hours per week Monday-Friday
• Ability to effectively communicate in a respectful and assertive manner