Director Of Customer Care

Looking for something different? We ARE that something different at RPM Living. Dynamic and fast growth culture and multiple nationwide opportunities let YOU shape your future with us. Top industry pay and benefits, best industry practices, career training and education, people-first focus...…we show you the way to success.

The position: This position contributes to the success of the Rental Operations division by launching and overseeing our Customer Care team which will be built to support RPM Living’s centralization efforts. The Customer Care team will assist RPM Living communities to provide support with phone calls, lead management, and support escalations.

Responsibilities:

• Launch and oversee daily operations of the Customer Care contact center in coordination with, but not limited to, Property Operations, centralized Former Resident Care team, Central Services team, Marketing, and Director of Partnerships.
• Set performance goals, monitor progress, and implement strategies to enhance team efficiency, effectiveness, and overall customer satisfaction.
• Oversee a dedicated team within our customer relationship management tool to ensure prompt, courteous, and efficient communication with prospective renters.
• Other duties as assigned.
• Map and continuously refine the customer journey, addressing any bottlenecks or friction points, to drive industry-leading customer service.
• Implement quality assurance programs to ensure consistent, accurate, and empathetic responses to customer inquiries and concerns. Establish and agent rating system and incentive plan.
• Create effective customer service policies, procedures, and standards.
• Regularly analyze customer service statistics and provide scheduled/ad-hoc reports on important key performance indicators.
• Develop and manage to a segmented department budget which effectively forecasts staffing and technology expenses in alignment with the expansion of central services.
• Develop and implement communication strategies that align with the company's brand voice and customer service standards.
• Identify, vet, and implement technology solutions to support customer service optimization, maximize team effectiveness, and enhance revenue potential.
• Drive operational efficiency within the contact center, optimizing resource allocation, staffing levels, and shift schedules to meet customer needs and service level agreements.
• Establish a hiring plan, recruit, onboard, train, and retain an industry-leading Customer Care contact center and lead management team – building a results-driven culture that is centered around delivering exceptional customer service, exceeding goals, creating solutions, and driving satisfaction.
• Work closely with the Client Services, Operations, and Central Services teams to understand areas of opportunity and devise flexible strategies to grow Customer Care.
• Enhance the Customer Care department’s scope by owning new functions and exploring opportunities to add value across the organization.

Qualifications:

• Firsthand experience working with call centers and virtual teams is a plus
• Bachelor's degree from four-year college or university or equivalent combination of education and experience
• History of launching and scaling new teams and/or business functions
• Prior multifamily industry experience strongly preferred
• 5+ years of experience in an operations management and/or call center management role

Employment with RPM Living is contingent upon successful completion of a background check.

RPM Living is an Equal Opportunity Employer.