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Director of Customer Service - Sarasota

  • PropLogix
  • Full time
  • United States
  • 23/04/2021

Are you looking for an entrepreneurial environment where you can apply your skills towards building a department and team?

Are you a motivating and inspiring leader with a passion for clients that loves to problem-solve and drive results?

PropLogix is well known in our industry for embracing a client-first culture. It is time for us to bring in a rockstar to take us to the next level. The right individual will utilize their experiences in Customer Service Leadership to combine technology, process, and training into delighting our customers and keep our client-focused culture in the forefront.

What will I do?

You will...

  • Design and implement the team and processes to best serve the rapid growth of PropLogix and all of its products, platforms, and brands.
  • Develop objectives and KPIs for the customer service center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach, and provide training to personnel to maintain high customer service standards
  • Monitor and improve inbound call handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
  • Prepare reports for different departments of upper management
  • Initiating projects and processes beyond established organization practices will often require training and developing others, and enlisting their support by using a “selling” rather than “telling” communication style
  • While the job requires strong initiative and self-direction, results are only achieved with and through people; The work involves driving toward results by enrolling the commitment and buy-in of others

Position Type and Expected Hours of Work

This is a full-time position in Sarasota, Florida. Hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Eastern Time. Occasional evening and weekend work may be required as job duties demand. Sarasota office

Requirements

Qualifications and Requirements

  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Proven experience as Customer Service Manager/Director or similar position
  • 5+ years of experience in customer service is required
  • At least 3+ years of management experience is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Outstanding communication and interpersonal skills
  • In general, the core of this position requires a motivated and motivating team builder and organization developer
  • The ability to understand, quickly react and motivate others to adapt to the changing organization environment is a critical key to success
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
  • Located in the Sarasota, FL area or willing to relocate
  • Please no third party recruiters

Benefits

This position is a full-time salaried position with benefits.

Insurance

  • Multiple health, dental & vision insurance plans to choose from
  • Employer contributions to HSA and other supplemental plans
  • FREE Employer-Paid Life Insurance, optional voluntary life for spouse, children, family
  • Other voluntary options include: LTD, STD, AD&D, Critical Illness, Whole Life, Identity Theft Protection, Legal Services, and Pet Insurance!

Financial

  • 401k match program
  • Employee equity program

Vacation

  • Unlimited PTO
  • 8 paid holidays

Personal Development

  • Job shadowing program
  • PropYOU - Professional Reading program that increases your paycheck by 2% each year you participate
  • 50% LinkedIn Learning Reimbursement
  • Employee Assistance Program


Who are we?

PropLogix performs tech-enabled due diligence services for real estate transactions and has stood up multiple SaaS solutions bringing transparency, efficiency, and convenience throughout a real estate closing. We've grown our annual revenue and employee base exponentially year over year and plan to continue on this trajectory. With over 300 employees to date, the treatment of each individual is a priority as well as ensuring they feel as though they are part of the PropLogix Family. With our motivated teams, unmatched customer service, and cutting-edge software development - we plan to continue disrupting the Real Estate Industry while remembering at the end of each transaction is a human being making one of the biggest purchases of their life. PropLogix has now been recognized 4 years in a row by Inc. 5000 as one of the fastest-growing companies in the entire country!

Notice to external Recruiters and Recruitment Agencies: PropLogix does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to any employee. PropLogix and any of our subsidiaries will not pay fees to any third-party agency or company.

E-Verify Employer: PropLogix participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Equal Employment: It is the established policy of the Company, to provide equal employment opportunities to all qualified persons and to administer all aspects and conditions of employment without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, medical condition, marital status, ethnicity, genetics, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.

About PropLogix

Proplogix provides clients with property intelligence and closing solutions. In just the last few years we’ve gone from a small operation to a team of over 200. We provide Municipal Lien Searches, Association Estoppels, Surveys, Payoff Tracking, and a variety of other services. With our unmatch...

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