Supervises and oversees all aspects of Highwoods Properties’ Customer Service Center including policies, objectives, and initiatives. Develops and establishes procedures and policies governing customer service correspondence and the handling of customer support issues. Responsible for hiring, managing, and training call center staff and scheduling the proper coverage of call center personnel. Develop staffing guidelines, evaluate statistical productivity reporting and maximize staff efficiency. Provide expertise on the use, business process, and development of the Highwoods work order management system.

Work Performed

• Oversee all daily operations of the Highwoods’ Customer Service Center customer maintenance requests and facilitate proper customer service functions, including inbound service requests and maintenance dispatching.
• Recruit, train and manage call center personnel.
• Develop, implement and manage departmental SOP guidelines for all call center operations, including but not limited to, inbound/outbound / intercom call handling and quality assurance programs.
• Ensure that Highwoods’ Customer Service personnel are effectively providing superior service by developing and managing call center quality assurance controls and maintaining a high standard of training.
• Administer corrective actions, resolve escalated customer issues, and act as the liaison between customers and division level Property Management personnel
• Monitor ServiceLink work order activity and inbound customer call traffic, creating and managing detailed metrics to ensure that Highwoods achieves acceptable service, maintenance utilization, and capacity levels.
• Work with senior leadership to develop quantitative goals and objectives for developing a customer service culture at Highwoods.
• Ensures all team deliverables meet organizational needs and requirements
• Prepares and analyzes statistical reports and other data to monitor for compliance with the organization's goals and policies
• Develops, disseminates, and monitors compliance with guidelines and policies with the rest of the organization
• Consults with management to prepare staffing budgets and projections
• Partners with the internal functions of the organization on integration issues
• Manage customer follow-up campaigns, and customer training, and improve customer relations.
• Create customized customer reporting for analysis by division-based Property Management and customers.
• Assist divisional Property Management and Maintenance staff with daily work order management entry and effective resource allocation.
• Manage ServiceLink Preventative Maintenance program in ServiceLink, facilitating all data entry of new and existing assets and their corresponding review schedules.
• Oversight of vendor management within ServiceLink ensures timely and proper execution of work orders assigned to vendors.
• Manage the daily integration of asset information into ServiceLink, including customer suites, contacts, and general property assets and all associated attributes.
• Assist the Highwoods Technology Team with implementing new software packages from a technical and functional standpoint, including but not limited to ServiceLink work order modules.
• On an ongoing basis, act as the business-level expert for ServiceLink support.
• Work with the Highwoods Technology Team to keep software up to date through testing and rollout of product corrections and enhancements.
• Interface with software vendors to get end-user business issues resolved where applicable.
• Respond to inquiries from users and other support personnel regarding the business functionality of the software.
• Support general office management mail distribution efforts as needed for Highwoods Corporate and division operations.

Requirements

• Excellent personal / customer service skills.
• Advanced knowledge of Windows operating systems.
• Ability to communicate clearly with technical and non-technical audiences.
• Building Engines experience preferred
• Financial and budget reporting
• Trend and variance analysis
• Ability to effectively present information to top management and company leadership.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Must be able to work effectively in a team-oriented and high-paced workplace.

Education/Experience

• B.S. Degree or comparable combination of education and work experience
• Experience working with real estate work order management systems preferred.
• Advanced experience with MS systems.
• Proven experience in establishing, leading, managing, and working in a customer service environment.
• Ability to drive internal change management initiatives related to proactively improving processes.
• Ability to effectively present information to everyone within the company.
• 5 years of call center experience (direct/indirect)
• Call traffic and capacity planning experience.
• Call center quality assurance experience (monitoring, grading, reporting)

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to talk, hear, see, sit, walk and stand for prolonged periods of time; use hands to finger, handle, and feel; and reach with hands and arms. The employee may occasionally need to climb, balance, bend, stoop, and crouch. The employee may occasionally lift, push or pull up to 20 pounds. Ability to read, understand, and communicate information and ideas clearly in writing and orally required.