Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®. At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life. Resident Services Supervisor We are seeking a dedicated Supervisor for our Resident Services team. This role is crucial to our operations, ensuring that our team of Resident Services Specialists deliver high-quality service to our customers and meet company metrics. Responsibilities: + Oversee and manage the performance of the assigned Resident Services Specialist team, providing coaching, feedback, and training to support continuous improvement. + Manages employee support activities for team including agent time management, attendance, and payroll. Works to continuously improve the department’s performance and ensure best practices by attending trainings or seminars. + Handle escalated calls that cannot be resolved by the Resident Services Specialists, ensuring resolution and follow-up as needed. + Foster a professional and customer service-focused environment. + Review monthly reports to gauge and evaluate team performance against KPIs. + Conduct team meetings to communicate changes, updates, and other pertinent information, keeping the team informed and connected to the business. + Meet with other leaders in the call center and provide feedback regarding team performance through reports, QA monitors, and KPIs. Requirements: + High School Diploma or GED required + Bachelor’s Degree preferred + Minimum of three (3) years relative work experience required. + Minimum of one (1) year of supervisory or lead position in an inbound call center environment required. + Experience with customer service software applications required. + Bilingual abilities (English/Spanish) are a plus. + Knowledge of Real Estate, construction, and/or Property Management industry preferred. + Advanced PC skills and proficiency in MS Office required. + Knowledge of coaching, training methods, and performance enhancing techniques. + Advanced knowledge of Dynamics CRM, inContact and/or Yardi Voyager preferred. + Possess strong customer service, quality, and results orientation, with excellent planning, organizing, leadership, supervisory, communication, problem-solving, time management, conflict resolution, and presentation skills, along with the ability to work a flexible schedule, focus and align staff around critical initiatives, and demonstrate strong staffing, development, and appraisal skills. Build your career with us: At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. #LI-SC1, #LI-Hybrid CA Privacy Notice: To learn more about what information we collect when you apply for a job, and how we use that information, please see our CA Job Applicant Privacy Notice found at http://employeeprivacy.amh.com/