Manager, Customer Care ($70,900.00-$94,200.00)

Position Summary:

The Customer Care Manager provides leadership support and is responsible for developing, implementing, and overseeing the day-to-day operations of customer care and reputation management teams. 

The primary objective is to protect and uphold our organization’s reputation through all professional interactions. This position will work through customer concerns by ensuring exceptional customer service is provided, and appropriate solutions are provided effectively.
 

Job Duties:

• Promotes positive, proactive customer interactions to make their Irvine Company experience of the highest quality.
• Creates a customer service-focused culture; leads by example and ensures a proactive approach is adopted for all key customer touch points.
• Collaborates with legal, risk management, maintenance, and community/general manager as needed on escalated concerns. 
• Provides exceptional, empathetic customer service to residents.
• Works with marketing to ensure consistent communication is distributed to residents, giving progress updates and upcoming project timelines.
• Assists the team with escalated customer concerns by also handling inbound and outbound calls and email interactions as needed. 
• Actively monitor online reviews, social media, and other digital channels to identify potential reputation risks and recommend solutions.
• Assists the team by responding to reputation management submissions as needed.  
• Committed to developing a high-performing team focused on building proactive relationships with external and internal customers.
• Leads, coaches, and develops direct reports to create an excellent and continuous learning culture.
• Generates regular reports on key performance indicators (KPIs), analyzing data to identify trends, and using insights to drive improvements.
• Implements quality assurance measures to ensure consistency in customer interactions and adherence to service standards.
• Leverage technology and tools to enhance customer service capabilities.
   

Minimum Qualifications / Other Expectations:

Education & Experience: 

• Bachelor’s degree preferred.
• Minimum 4 years customer service experience; assistant manager or project manager experience preferred.

Other: 

• Ability to communicate clearly and effectively in English, both verbally and in writing.
• Multilingual ability a plus.
• Ability to work evenings, weekends and holidays.