Location Charleston - 997 Morrison Drive, Suite 402 Business We are a leader in the single-family rental (SFR) Aggregation space with over 10,000 homes across the Southeast and Midwest. Maymont Homes was founded in 2011 to bring technology to the single-family rental space. Over the years we have become a full-service acquisition, renovation, and property management company growing throughout the South and Midwest. By the application of efficient processes enabled by advanced software, our company can provide clean, safe, affordable housing to thousands of people. We strive to offer better living opportunities for individual families, which ultimately improve the lives in the communities we serve! Job Description Job Title: Customer Service Supervisor Primary Responsibilities: The Customer Service Supervisor plays a pivotal role in leading and managing a high-performing team of customer service representatives at Maymont Homes. This position is responsible for overseeing daily operations, ensuring exceptional customer service delivery, and driving continuous improvement within the department. The Supervisor will collaborate closely with the Customer Service Manager to implement innovative strategies that enhance efficiency, maximize customer satisfaction, and foster a positive and motivating team environment. Skills & Competencies: + Bachelor's degree in Business Administration, Communications, or a related field preferred. + Minimum 3+ years of progressive experience in a customer service, property management, or call center environment. + Minimum 2+ years of successful supervisory or leadership experience in a customer service setting. + Proven leadership and interpersonal skills with the ability to motivate, mentor, and develop a high-performing team. + Excellent communication, interpersonal, and problem-solving skills with the ability to effectively communicate with customers, colleagues, and management. + Proficiency in customer relationship management (CRM) software and other relevant technologies. + Strong analytical and problem-solving skills with the ability to analyze data, identify trends, and develop effective solutions. + Strong attention to detail, organizational skills, and the ability to manage multiple tasks and priorities effectively. + Ability to work under pressure, meet deadlines, and maintain a high level of composure in challenging situations. + Knowledge of industry regulations and compliance standards related to customer service and data privacy. Essential Job Functions: Team LeadershipRecruitment & Development: + Actively participate in the recruitment and selection process to identify and hire top talent within the customer service field. + Design and deliver comprehensive training programs to equip new hires with the knowledge, skills, and tools necessary to excel in their roles. + Provide ongoing coaching, mentorship, and professional development opportunities to empower team members to grow and advance within their careers. Performance Management: + Conduct regular performance reviews and provide constructive feedback to team members to identify strengths, areas for improvement, and opportunities for growth. + Set clear performance expectations, track progress towards goals, and recognize and reward outstanding contributions. + Address performance issues proactively and provide necessary support to ensure team members consistently meet or exceed expectations. Team Culture: + Foster a positive, inclusive, and collaborative team environment where employees feel valued, respected, and motivated. + Promote open communication, encourage teamwork, and build strong relationships within the team and across departments. + Recognize and celebrate team successes to boost morale and maintain a high level of engagement Operational ExcellenceDaily Operations Management: + Oversee daily operations, ensuring smooth workflow, adherence to service level agreements (SLAs), and efficient allocation of resources. + Monitor key performance indicators (KPIs) such as customer satisfaction scores, call resolution times, and first-call resolution rates to identify trends and areas for improvement. + Proactively identify and implement process improvements to streamline operations, enhance efficiency, and reduce operational costs. Issue Resolution: + Serve as the first point of escalation for complex customer issues and complaints. + Conduct thorough investigations, analyze root causes, and implement effective solutions to resolve customer concerns promptly and professionally. + Ensure timely and accurate resolution of all customer inquiries and requests. Quality AssuranceQuality Monitoring: + Conduct regular quality assurance audits of customer interactions (e.g., phone calls, emails, chats) to ensure compliance with company standards and best practices. + Analyze call recordings and customer interactions to identify areas for improvement in customer service delivery, communication skills, and product knowledge. Training & Development: + Identify and address training needs based on quality assurance findings and customer feedback. + Develop and deliver targeted training programs to enhance agent skills in areas such as communication, problem-solving, product knowledge, and de-escalation techniques. Customer SatisfactionCustomer Focus: + Prioritize customer satisfaction in all aspects of the role. + Ensure that all customer interactions are handled with empathy, professionalism, and a genuine desire to exceed customer expectations. Customer Feedback Analysis: + Actively gather and analyze customer feedback through surveys, reviews, and other channels. + Identify key customer pain points, trends, and areas for improvement based on customer feedback. + Share customer insights with the team and collaborate with other departments to implement necessary changes and improvements. Customer Experience Enhancement: + Proactively identify and implement strategies to enhance the overall customer experience. + Explore opportunities to improve customer communication channels, streamline processes, and introduce new technologies that enhance customer satisfaction. Physical Requirements: + Capable of working extended hours, including evenings, weekends and holidays as necessary + Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed. + Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, to include the exchange and receipt of information over the telephone. + Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary. + Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills. + Must be able to work in small and confined spaces for extended periods of time. + Must have finger dexterity for typing/using a keyboard. Environmental Requirements: + Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns. + Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties. + Must be able to work in office as regularly scheduled . The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. DISCLAIMER : This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time. Why work for Maymont Homes ​? Our Mission – “We Positively Impact the Lives in the Communities We Serve”. We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work! Outstanding benefits package – our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees. Huge parent company – support and backing from Brookfield Asset Management, one of the largest real estate asset management companies. Career growth – with our plans for growth and expansion into new markets, there are many opportunities to move up within the company. Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #MYMT At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 1100 properties and 395 million square feet of real estate across the globe. It’s a feat that wouldn’t be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don’t simply meet the needs of our tenants, residents, and communities — but exceed them, every day.