Senior Technical Business Analyst, Contact Center

Job DetailsRemote Type Optional Work from HomeDescription

At BH Management Services, we are committed to creating value. We acquire, improve and manage apartment communities, and our success in this endeavor is evidenced by our growth from a start-up firm in 1993 to one of the largest multi-family management companies in the nation. BH understands that great customer service is what keeps residents satisfied, and that great service comes from engaged, happy and well-trained team members.

In 2018 and 2017, BH was ranked as one of FORTUNE magazine and Great Place to Work s “Best Workplaces for Women.” BH was also ranked in 2018 and 2020 as one of the “Best Workplaces for Millennials. In addition, in 2019, BH was named to the 100 Best Workplaces for Diversity. We continue to recognize that we are only as strong as each individual employee and we value our employees by providing a strong benefit package:

• 3 Weeks of Paid Time Off
• Medical/ Dental/ Vision
• 401(k) + company match
• Birthday Paid Day Off
• BH Gives Back (Paid Volunteer Time Off)
• 13 Paid Holidays
• BH Paid Leave
• Sabbatical
• Education Reimbursement
• Employee Assistance Program

Role Overview
As the Senior Technical Business Analyst, you make it easier than ever for future BH residents to communicate with BH team members and ultimately find their perfect home. Your expertise is essential to ensuring prospective renters have a seamless and personalized experience whether they utilize phone, SMS, email or chat to begin their leasing journey. Through the day-to-day management of prospect-focused solutions and the settings that drive them, leasing specialists can confidently assist knowing prospects are being met where they are. This is just the beginning of you showing off your technical savvy and prowess. Although remotely based we are not currently open to candidates in the states in CA, CO, NV, NY and WA at this time

The implementation and oversight of integrations across multiple platforms by the Senior Technical Business Analyst will result in clean, dependable data that is required for great decision making. Your set-ups and documentation are critical for BH s leasing performance, as marketing strategies will be generated and amended based on the data sourced from these synchronizations and sophisticated source tracking. [JK1] [AW2] Clear and digestible documentation of these efforts will be your most important contribution. To help you along the way, you ll have an incredibly strong support system to lean on, reporting to the Director of Contact Center Technology and working alongside members of the BH Marketing Team to deliver a second-to-none customer experience every day.

And when you think things can be done better, you aren t afraid to go off mute and share your thoughts. You bring a unique set of skills to the table and your opinion is valued so let s work together to shape a refined contact technology process for BH prospects and leasing agents.

Your Average Day

Where

• This is a remote opportunity 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

• This is a salaried position with the expectation of a 40-hour weekly commitment.

What

• Implement and manage source tracking destinations across multiple platforms with proper documentation.
• Implement and manage telephony, call automation, and IVRs to create seamless call workflows across multiple platforms.
• Implement and manage delivery of inquiries to tracked email, SMS, and chat contact methods.
• Implement and manage API and other integrations across multiple marketing systems and CRM.
• Implement, manage, and calibrate virtual leasing agent for optimal performance.
• Communicate any software updates and subsequent impacts to Performance Strategy and Marketing teams as they arise.
• Accurately report on performance and provide key metrics for strategic decision making to stakeholders.
• Frequently and accurately document established workflows, best practices, and settings relative to the contact center and contact technology.

How

• You will receive ongoing training and support from the Director of Contact Center Technology to ensure you are setup for success.
• Collaboration with other BH departments and vendor partners to establish and refine best practices that align with BH s customer service and sales philosophies.
• You deliver wildly awesome service and support every day. You embody the BH culture and our promise to make living with BH, mean living more.

What We Ask of You

3+ years in a multifamily housing technical and/or application support position, working with property & lead management software, telephony, and system integrations.

Proven communication and record keeping skills. We want you to have oversight over all things contact technology, but also make sure it s recorded for your fellow team members when needed.

Flexibility. You will be one of the initial team members as we build out an internal contact center 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.

The ability and means to travel locally, overnight, in specific regions or states via automobile and airplane may be required.

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