Customer Relocation Manager – Contact Center

Job DetailsLevel ManagementRemote Type Optional Work from HomePosition Type Full TimeDescription

**This position will oversee a contact center**

About Our Company

BH is a vertically integrated multifamily owner and operator with corporate offices in Des Moines and Dallas. We believe that our people are what elevates us, that trust fosters innovation, and that doing business the right way is the best way. With a performance-driven culture and tech-forward approach, we ve grown to become one of the largest multifamily companies in the United States. Recently named Best Workplace for Women , Best Workplaces for Diversity and Best Workplace for Millennials by Fortune Magazine, BH Companies is strengthened by more than 2,400 employees across the United States.

Who We Are

The team at BH is passionate about reimagining the leasing and resident experience in the multifamily industry. We are a welcoming band of go-getters who think big, sweat the details, and we take our work (but never ourselves) too seriously. We set our sights high, own our mistakes, and turn lemons into lemonade. We are incredibly proud of where we ve come and are ready to tackle what s next. Come join us!

Role Overview

As a Customer Relocation Manager you have a big responsibility helping future BH residents find their future home while managing a team of Customer Relocation Specialists, who are also supporting our remote leasing efforts. For some customers this may mean answering questions, pre-qualifying based on the rental criteria, and scheduling a tour at one of our communities or performing a virtual tour on the spot. But for others it could mean understanding where they are in their search, providing options of BH communities in their market of interest, narrowing down selections, and scheduling tours at multiple communities. The tricky part? You won t know which is which when helping start their search! But that s okay – you are a leasing and relocation expert ready to help our prospects find their future home with BH.

Our Customer Relocation team are often the customer s first point-of-contact with BH when starting their search, and you are responsible for making a fantastic first impression to jump-start their journey with BH. To help you along the way, you ll have an incredibly strong support system to lean on, reporting to the Director of Customer Experience and working alongside members of the BH Marketing Team to deliver wildly awesome service every day.

As a Manager, you will be both a Customer Relocation team member yourself and a team lead, with 3-5 Specialists reporting to you. You will provide supervision and assistance to your team of Specialists, while managing your own prospect queues. If you are looking to elevate your sales game by taking on a leadership position and positioning your team for success, we want to talk with you!

Your Average Day

Where

• This is a remote opportunity (except for the Colorado and New York Area at this time) so get ready to flourish in your environment of choice!

• If you prefer to work from home, go for it. If you would like to work out of our Regional offices in either Des Moines, IA or Dallas, TX, that works too.

• Your departmental leadership is fully remote, and we can work around your preferences.

When

• Our contact center is open 7 days a week, starting at 8am EST on weekdays and 9am EST on weekends. Customer Relocation Managers will have staggered shifts (mornings and afternoons) on weekdays with alternating weekend coverage.

• Just like your location, we want you to be setup for success and are happy to work around your schedule as much as possible to set hours that work for you and our communities.

• As a Customer Relocation Manager, you will be responsible for setting your weekly/monthly schedule and the schedules of your team. You will have to balance the coverage needs of the contact center with the preferences of your team, while sharing weekend shifts and allocating days off.

What

• This is where you will be wearing two hats one helping future BH residents find their home, and one leading a team of Specialists who may have questions or needs throughout the day.

• Your day will start with checking in on your team and making sure everyone is logged in to their respective queues and setup for the day. We expect some software troubleshooting at the launch of the contact center, but expect that to diminish once we re all familiar with the in s and out s of the tools.

• Majority of your day will be spent managing the prospect queues, fielding phone calls, emails, text messages, and chats from future BH residents.

• You may be the prospect s first point of contact, or you could be picking up a conversation where it last left off. Either way, you re a communication pro ready to assist where needed to help our customers find their future home.

• As you get to know your team, their strengths, and opportunities for growth, you will be expected to change up queue assignments to keep the team fresh and on-their-toes. You will also be tasked with communicating CRM updates to your team, so they are aware of any changes in the platform.

• You will also help refine our community pages in CRM, to ensure you have the information you need to be setup for success. Do you see a change that could help make your job easier? We want to hear about it, and we will look to you to collect feedback from your team.

How

• You will receive ongoing training on the BH leasing process, customer experience trends, and market conditions, and CRM updates to ensure you are set up for success in every conversation.

• You will help ensure that your team of Specialists are fulfilling our customer service philosophy by monitoring their performance using reporting and metrics in the contact center platform.

• Scripts are your starting point, but we want your personality to shine through. We ll ask that you embody our customer service philosophy, while making it your own. Show our future residents that BH is defined by our people.

• You deliver wildly awesome service every day. You embody the BH culture and our promise to make living with BH, mean living more. And often times, that starts with you.

What We Ask of You

• 4+ years in a sales or leasing position, working with prospective residents to find their future home.
• 2+ years of experience leading a team. You will have a team of Specialists reporting to you and you ll be responsible for setting schedules, monitoring performance, communicating updates, and gathering feedback to make us all better.
• Sales contact center experience is a plus.
• Solid knowledge of contact center systems and/or CRM systems, and how good hygienic workflows can result in better customer experiences.
• Proven communication and record-keeping skills. We want you to talk the talk, but also make sure it s recorded for your fellow team members to run with when needed.
• Service-focused attitude with an extroverted personality. We want you to leave a positive impression on every interaction.
• Flexibility. You will be one of the first Customer Relocation Managers on the BH team and we will learn things along the way. Know that your feedback is needed and although responsibilities can shift, but we are in this together.
• Your best. We know it s hard to bring 100% every day but bring us your best and know that you ll have a team there when things get tough.
• Ability to work alternating schedules in a positive work environment. You may be called upon to shift from mornings to afternoons or cover alternating Saturdays. We ll be conscious of your hours and out-of-office responsibilities, and we ask that you communicate those to us to ensure we are all setup for success. That also means making sure you have a suitable work environment and stable internet connection when working from home.

Equal Opportunity Employer. Drug Free workplace. Employment is contingent upon successful completion of a background check and drug screening