Customer Care Supervisor

Overview

Liberty Military Housing – Own your passion for service!

At
Liberty Military Housing
,
(formally known as Lincoln Military Housing)
we’re here to serve those who serve our country by providing military families with comfortable, well-maintained homes in inviting communities across the United States. We take great pride in our highly trained team of professionals. With a blend of property management and military backgrounds, our employee-owners bring a proactive, solution-oriented mindset, along with unparalleled levels of empathy and understanding for our residents and one another.

Liberty Military Housing
is dedicated to helping our employees develop personally and professionally and provides an unprecedented 150+ hours of professional development annually to each employee-owner. Camaraderie and collaboration form the foundation of our culture. We put people first, honoring one another’s diverse experiences, ideas, and contributions to our shared success. We strive to bring out the best in each other so we can do outstanding work and positively impact the lives of military families.

We’re always looking for dedicated team members in a variety of roles to help create meaningful results that help us meet our company goals. We offer an excellent benefits package, training, development, and opportunities for advancement, so if you’re ready to grow your career, take a look at our current job openings and become an employee-owner at
Liberty Military Housing
.

A Day in the Life of a Customer Care Supervisor:

As the Liberty Military Housing

Customer Care Supervisor
,
you will be responsible for the day-to-day operations of closing out accounts receivables for all past residents within a multi-family residential community, including collection attempts for past residents, as well as summarizing and closing out aged accounts. Your role will require effective customer service skills and the ability to work efficiently, effectively, and deliver on our mission of providing exemplary service in accordance with LMH’s quality customer satisfaction standards. Your responsibilities include supervising on-site team members resident relations, customer service follow up, and various administrative functions. You will support employees by filling in as necessary to assist residents during the move-out process, which may include move out accounting, collection of outstanding balances owed, preparing and sending delinquency letters, as well as residency verification requests.

Your Responsibilities include, but not limited to:

• Responsible for responding to and managing resident concerns and questions that are escalated from Customer Care Representatives and may coordinate with appropriate staff to address and resolve resident communication.
• Promotes positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident’s satisfaction and according to LMH standards.
• Reviews ledger adjustments, completed delinquency reports, and completed write-off packages.
• Review calls for Quality Assurance according to department guidelines and schedule monthly feedback meetings with representatives.
• Responsible for auditing the processing of move out accounts, ensuring accuracy and timely input.
• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Excel, Access, and other company-related software).
• Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.
• Auditing write off packages and resident refunds on a monthly basis to ensure compliance with applicable internal and state timelines.
• Contact the applicable public service response organization (fire department, police, EMS, etc.) in the case of emergency (fire, criminal activity, death, severe water damage, or other major catastrophes) and Customer Care Manager.
• Complies with all OSHA safety regulations, local applicable laws regarding health, safety or environment, Fair Housing and LMH Standard Operating Procedures and Policies.
• Responsible for mentoring and overseeing day-to-day operations of assigned Customer Care Representatives.
• Directly responsible for office staff development to include, but not limited to, managing, hiring, scheduling, training, and coaching.
• Administer action plans on a timely basis related to employee performance.
• Document and communicate employee situations/concerns with Customer Care Manager and/or Director, Treasury/Customer Care and take appropriate action as needed.

What You Need for Success:

• Position requires 2 years of accounts receivables/collection experience (previous supervisory experience required).
• Must have proven success demonstrating leadership, customer service, problem-solving, decision-making, multi-tasking, communication, and organizational skills.
• Ability to encourage a positive and collaborative team environment.
• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
• Must be able to listen and speak clearly on the telephone.
• Must be able to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Effective communication and interaction with residents, management, co-workers; sufficient to exchange or convey information and to give and receive work direction.
• Possess a positive and professional demeanor in all interactions, under all circumstances.
• Ability to operate a motor vehicle (valid license required).
• High school diploma or GED required; Associate’s Degree preferred.

What we Provide You:

Liberty offers a wide range of insurance options and benefit programs. Our benefits take into consideration everything from career development to family matters, health and wellness, and we are committed to doing everything we can to offer you quality benefits and healthcare coverage. In addition, we offer competitive compensation and generous paid time off.