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Call Center Supervisor


Position Summary:

To provide leadership support and be responsible for supporting the Leasing function of the Customer Resource Center. Serves our future residents by offering expertise to streamline the home-finding search. Sets quality tours to support the division's goal of sustained occupancy. Has the ability to coach, train, mentor, and motivate Leasing Representatives to excel at their jobs. Involved in various projects and new initiatives. Creates strong team spirit among the Leasing group by sharing key performance results and exemplifying Irvine Company core values.

Job Duties:

1. Supervise Leasing Representatives and establish a people serving environment.

2. Lead a high performing team that is committed to the overall customer experience, focused on building proactive relationships with external and internal customers that lead to qualified appointments

3. Provide coaching that is devoted to the growth and development of each representative.

4. Motivate the Leasing team to excel in their job.

5. Manage timekeeping and create work schedules in support of the business.

6. Display a high level of integrity and professionalism at all times in dealing with residents, prospects, employees, and outside contacts.

7. Communicate and partner with Sales Managers that are within the region the Lead oversees. Regularly meet with the Sales Managers to achieve and establish monthly sales goals.

8. Assist the division’s goal of sustained occupancy by understanding both the company and region goals.

9. Hold their team accountable for all appointment setting and online leasing expectations.

10.Engage, Discover, Build Value, and Advance with each prospect and follow up until they have set an appointment, found a home within our portfolio, or decided not to move.

11.Handle incoming sales by phone, e-mail and online chat.

12.Input all activity into company provided databases (Pivotal/PCIC, One Site, Interactive Pricing Application) in a timely and accurate manner.

13.Accurately communicate the benefits and features of the ICAC portfolio.

14.Participate in special projects and new initiatives as directed by the Senior Leadership team.

15.Ensure Abandon Call Rate and Service Level goals are achieved by utilizing Cisco Supervisor and Calabrio to monitor all call queues and adjust schedules as needed.

16.Attend Quality Assurance inbound call and ILS calibrations.

17.Complete call coaching weekly with a Lead Leasing Representative.

18.Assist in the training and development of new CRC Leasing Representatives.

19.Supports marketing functions through the recording of accurate data on prospects and new residents, and by keeping informed of all pricing and promotions.

20.Utilize the computer system to analyze data and run daily reports.

21.Perform additional duties as assigned.

Minimum Qualifications:

● 3-5 years supervisory experience.

● Previous experiences in sales, customer service or retail.

● Bachelor’s degree preferred.

● Exceptional verbal and written communication skills.

● Strong organizational skills and extremely detail-oriented.

● Self-starter, ability to work independently.

● Demonstrate leadership, initiative, and professionalism.

● Ability to adapt to additional job functions and responsibilities as the department expands and evolves to support the business.


About Us:
Irvine Company Apartment Communities (a division of Irvine Company) offers a portfolio of more than 125 resort-style apartment communities in coastal California’s most desirable locations: San Diego, Orange County, West Los Angeles and Silicon Valley.

With world-class amenities, resort-like surroundings and an unparalleled commitment to customer service, Irvine Company Apartment Communities redefines the rental-living experience.

We take as much pride in our employee community as we do the communities we create. It’s an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.


The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Company
The Irvine Company
Posted
10/13/2018
Type
Full time
Location
Irvine, CA 92617, US