With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

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Job Title: Customer Care Manager

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Job Summary: We are seeking a proactive and experienced Customer Care Manager to lead and support a team of customer service and administrative professionals, including both in-office and global/virtual employees. The ideal candidate will oversee customer service operations, ensuring high-quality service to our clients and efficient administrative functions for our operations team. This position involves supervising staff, providing performance feedback, and ensuring continuous training to improve customer service skills. The Customer Care Manager will also play a key role in resolving customer complaints, ensuring adherence to company policies, and managing daily operations.

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North Richland, Hills, Tx

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Key Responsibilities:

\n\nStaff Management: Supervise and support customer service and administrative staff, including both in-office and virtual/global team members, ensuring compliance with company policies and procedures.\nScheduling & Time Management: Coordinate team schedules, approve time off requests, manage lunch breaks, and ensure adequate staffing coverage. Review and approve timecards, ensuring proper coverage for global and in-office team members.\nPerformance Oversight: Monitor staff performance and provide feedback. Implement performance management processes, including regular reviews and development plans.\nTeam Meetings: Lead monthly meetings with the department to discuss performance, goals, and improvements. Coordinate virtual meetings to accommodate global team members.\nTraining & Development: Facilitate ongoing training and development programs to enhance customer service skills and operational efficiency, ensuring global and virtual employees have the necessary support.\nCollaboration with CSSC Leadership: Work closely with customer care leadership to identify areas for improvement. Sample a set number of transferred calls weekly to assess branch access and ensure accurate information is available to reduce call transfers.\nCustomer Escalations: Handle customer complaints and escalations, ensuring issues are resolved effectively and professionally.\nOperational Reporting: Review reports to ensure timely call handling, monitor branch access for missing information, and identify areas for operational improvement.\nProcess Improvement: Develop and implement procedures to improve efficiency and resolve customer issues more effectively.\nOnboarding & Training: Work with the HR Manager to assist with the onboarding of new employees, ensuring virtual and in-office team members have a smooth and effective transition.\nCode Enforcement: Oversee the code enforcement process for our client communities.\nOther Duties: Perform other responsibilities as assigned to support the team and company goals.\n\n Requirements

Required Skills & Qualifications:

\n\nProficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.).\nFamiliarity with general office equipment (copiers, fax machines, phone systems, etc.).\nStrong written and verbal communication skills, including business correspondence (grammar, structure, punctuation, spelling).\nExpertise in conflict resolution and customer service.\nAbility to prioritize tasks, manage time effectively, and work under time-sensitive conditions.\nSelf-motivated, proactive, detail-oriented, and a team player.\nAbility to manage and support a global virtual team and in-office team, ensuring seamless communication and collaboration.\n\n

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.