• Maintenance Call Center Supervisor

    Job ID 2018-2313
    Job Locations
    US-GA-Atlanta
    Category
    Property Operations
    Type
    Regular Full-Time
  • Overview

    The Maintenance Call Center Supervisor is responsible for assisting in supervising the daily operations of Maintenance Coordinators who provide solutions to customers with maintenance requests. This role will also assist with employee onboarding and completing the daily activities of the Maintenance Coordinators.

    Responsibilities

    ESSENTIAL DUTIES
    • Assisting with scheduling to ensure adequate team member coverage.
    • Providing leadership and decision making to best serve the business when Maintenance Call Center Manager is unavailable.
    • Assisting in identifying performance related issues by pulling and analyzing data to develop appropriate steps to prevent recurrence.
    • Providing efficient coaching and monitoring of team members to facilitate growth.
    • Assisting with departmental performance call monitoring by reviewing calls for quality assurance.
    • Reinforcing FirstKey Homes customer service standards.
    • Assisting Maintenance Call Center Manager with project updates within required timeframe.
    • Delegating individual tasks to all team members.
    • Assisting in preparing and maintaining employee attendance records.
    • This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.

     

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    WORKING CONDITIONS
    • Work indoors, office environment cubicle/call center setting.
    • Sedentary, sitting, walking, occasional lifting from floor not to exceed 20 lbs.
    • Prolonged exposure to computer screens.
    • Repetitive use of hands to operate computers, printers, and copiers.

    Qualifications

    REQUIRED EDUCATION AND EXPERIENCE
    • High school diploma or equivalent
    • Minimum of 2 years full-time, successful call center experience
    • Intermediate proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)

     

    PREFERRED EDUCATION AND EXPERIENCE
    • Prior supervisory experience
    • Working knowledge of the following: air conditioning, appliances, plumbing, carpentry, roofing, electricity, carpet, vinyl, windows, painting, and drywall.
    • Understanding of maintenance project specifications and scopes of work.
    • YARDI experience a plus

     

    REQUIRED KNOWLEDGE
    • Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
    • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
     
    REQUIRED SKILLS
    • Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the
    best people for the job.
    • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the
    most appropriate one.
    • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make
    improvements or take corrective action.
    • Time Management — Managing one's own time and the time of others.
    • Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the
    environment will affect outcomes.
     
    WORK STYLES & BEHAVIORS
    • Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
    • Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
    • Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
    • Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
    • Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
     
     
    FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race,
    color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status,
    veteran status, genetic information or any other legally protected classification or status.

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