Customer Support Manager

Job Locations US-NC-Charlotte | US-FL-Orlando | US-TX-Houston
Job ID
2021-1593
Category
Property Management

Description

******Unless specifically contracted, resumes from recruiting agencies are not being accepted for this position.******

 

Kimco Realty is currently seeking a Customer Service Manager to develop and grow our current customer service center into a world-class customer service organization.  The Customer Service Manager will develop and drive the execution of Kimco’s internal and external customer service strategy.  The Customer Service Manager will work alongside Kimco’s operations team, marketing team, as well as its third-party customer service center to provide the highest degree of support to our tenants, customers, and associates.

 

Duties for this position include, but are not limited to:

 

Customer Service Center Operations

  • Provide oversight and direction to Kimco’s national customer service center   
  • Establish methods to measure quality assurance of customer service representatives (CSR’s) daily interactions with inbound callers (E.g. call recording, call barging, CSR ratings, etc.)
  • Explore and leverage technology that will aid in delivering a best in class experience between our CSR’s and customers
  • Analyze data collected from inbound calls to recommend and implement process improvements
  • Continually evaluate call volumes, staffing, and services provided by the customer service center to identify gaps and leverage resources for future customer service offerings

Engage our Customers

  • Interact with our tenants to evaluate how Kimco can deliver best in class customer service
  • Identify customer touchpoints that will continually deliver reliable feedback to improve the way Kimco serves its customers (E.g. social media, chat with an agent, satisfaction surveys, etc.)
  • Establish metrics and KPIs to measure customer engagement and feedback
  • Recommend and implement organization changes based on customer and associate feedback

Cross department collaboration

  • Develop relationships with internal customer facing departments (E.g. leasing, property management, marketing, and lease administration) to assess organization improvements for our tenants and customers
  • Promote cross departmental and cross regional use of Salesforce within the organization
  • Conduct regular training sessions with customer facing departments that use salesforce to track tenant and customer issues toward resolution
  • Work closely with marketing and property management to deliver email and text alerts to tenants in the event of an emergency (E.g. imminent weather events)
  • Collaborate cross departmentally to identify potential process gaps that are not fostering a best in class landlord/tenant relationship

Requirements

The ideal candidate will be proficient with Salesforce and have a strong track record working in a corporate level customer support position.  Excellent communication skills are a must – both verbal and written.  The candidate must be goal-oriented, a self-starter, and able to multi-task.  Knowledge of the retail real estate industry is highly desired.

 

Kimco Realty is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity.

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