Customer Service Supervisor

Application link: https://recruiting.ultipro.com/WEL1008WLLT/JobBoard/30969ce4-3b7e-40a6-b86c-34d3616fe0ed/Opportunity/OpportunityDetail?opportunityId=694fd2ea-09fc-402b-a7f9-ca94951cce05 

COMPANY OVERVIEW

Welltower Inc. (NYSE: WELL), an S&P 500 company headquartered in Toledo, Ohio, is driving the transformation of healthcare infrastructure. With an enterprise value of over $36B, Welltower is the world’s largest healthcare real estate investment trust (REIT). Concentrated in major, high-growth markets throughout the United States, Canada, and the United Kingdom, Welltower delivers the health care infrastructure necessary to facilitate better treatment at lower costs and keep patients out of the hospital. We provide real estate capital to leading seniors housing operators, post-acute care providers, and health systems, enabling these companies to grow, innovate, and ultimately provide better care. Our impact will be profound as we advance our work, our mission, and continue to assemble a diverse, talented, performance-focused team of employees.

JOB SUMMARY

Our Customer Service Representatives develop and maintain relationships with our commercial real estate tenants on a national level through pleasant and courteous telephone interactions.  The position will be required to perform customer service duties and supervising a team of customer service representatives ensuring customer satisfaction and provide professional customer support. Accomplishes customer service objectives by recruiting, selecting, training, and coaching employees. To do well in this role the Associate must have an outgoing and friendly personality, be able to keep a professional demeanor at all times and be able to remain calm when customers are frustrated.

KEY RESPONSIBILITIES

1. Work together as a team when working through tasks with other staff. Provide back up to your team as needed and requested. Receives tenant maintenance request and service calls. Dispatches appropriate personnel to field calls. 
2. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews to management. Prepares and completes actions plans.
3. Implements production, productivity, quality, and customer-service standards. Identifies customer service trends and determines system improvements.
4. Improves customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics and monitoring and analyzing results. Analyzes variance and initiates corrective actions.
5. Provides support and assistance in updating and administrative functions in regard to the Property Management Solutions Software and corporate BAS platform.
6. Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
7. Manages the after-hours answering service. Corresponds with after-hours answering service personnel including documentation of all answering service functions and provides proper reports to Management upon request. Monitors and assists with managing the After Hours On-Call Schedules.
8. Maintains Standard Operating Procedure Manuals and Property list.
9. Orders equipment and forms for Maintenance and Real Estate staff.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice. May perform other duties as assigned by Manager.

COMPETENCIES

PERFORMANCE SKILLS:

1. Ability to multitasking while keeping focus on customer in fast-paced environment
2. Excellent customer service skills and experience managing processes and people
3. Strong decision-making skills
4. Ability to handle and solve complex customer situations
5. Experience in working with a wide range of routine and non-routine tasks
6. Worked in an environment focused on continuous improvement
7. Team-oriented
8. Detail-oriented with strong analytical skills
9. Excellent written and verbal communication skills, strong interpersonal skills
10. Excellent organization and documentation skills

TECHNICAL SKILLS:

• Advanced skills in Microsoft Office and business systems/software
• General knowledge of standard office procedures and use of office equipment (i.e., filing, basic word processing, and ability to operate copier, fax, and scanning equipment) required.

TRAVEL

No travel is expected for this position.

MINIMUM REQUIREMENTS

Experience:  Minimum of 5 years call center or customer service experience within the real estate industry. 2-3 years previous Management experience. Previous experience with a CRM tool preferred.

Education: High School Diploma or equivalent education required.  Secondary training preferred.

Applicants must be able to pass a pre-employment drug screen.

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet