Office Manager #134 - Cal-Am Properties Inc

Formed in 1988, Cal-Am Properties, Inc. is one of the largest privately held operators of RV resorts, manufactured home communities and apartment communities in the United States. Through teamwork and dedication, our staff are valued as an important component to our total success. Everyone at Cal-Am is continually working today for tomorrow’s lifestyle ensuring those we serve have an unparalleled experience of the highest quality.

GUEST SERVICES MANAGER

Compensation: $22.00 - $24.00 Hourly
Benefits: Medical, Dental, Vision, Vacation and Sick, 401K

Responsibilities

• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Monitor customer service phone calls and emails for quality assurance purposes.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Recruit, interview, and select employees.
• Prepare and issue work schedules, deadlines, and duty assignments for customer service representatives.
• Research, compile and prepare reports required by management or governmental agencies.
• Coordinate activities with other supervisory personnel or with other work units or departments.
• Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes.
• Develop or update procedures, policies, or standards.
• Make recommendations to management concerning such issues as staffing decisions or procedural changes.
• Design, implement or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
• Develop work schedules according to budgets and workloads.
• Become proficient in all duties of the Guest Services Representative and fill in as needed.

Job Qualifications

• Experience: At least 6 years of experience in customer service and at least 3 years as a manager.
• Education: Bachelor's degree preferred.

• Professionalism - Approaches others in a polite and tactful manner; Maintains composure and reacts well under pressure; Treats others with respect and consideration; Follows through on commitments.

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