Associate Manager, Customer Care

Associate Manager, Customer Experience

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity, and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description

As an Associate Manager, Customer Experience, you have a passion for service excellence and are ready to lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at Cotality. In this role you will foster open and effective communication channels, demonstrate empathy in all client interactions, mentor your team to ensure they provide compassionate and responsive service, and utilize strong problem-solving skills to address and resolve client issues efficiently.

What you will do :

• Collaborate with both internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality.
• Manage effective email communication to meet client expectations in a timely and professional manner.
• One-on-one coaching, counseling, and training of customer care associates.
• Drive accountability for direct reports in key performance areas such as Production and Quality Control.
• Monitor the quality of calls and provide verbal and written feedback to customer care associates.
• Address training needs and performance management with employees as necessary.
• Respond to internal and external stakeholders to ensure quality issues are resolved.
• Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance / reliability) at both team and individual level to gauge and enhance operational effectiveness.
• Interviewing and selection of new employees.
• Train and lead staff in all departmental operations, processes, procedures, and requirements.
• Communicating departmental initiatives and priorities to the team.
• Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders.
• Maintain a culture of continuous improvement and professional development.
• Provide operational agility, including cross-training and business continuity.
• Provide coverage assistance to Contact Center management team and assist with covering evening / weekend shifts.

Job Qualifications

What you will bring :

Key Leadership Attributes

Open to feedback, Resilient, Takes ownership, Emotional Intelligence, Positivity, Continuous Improvement Mindset, Accountability

What to expect

Contact center experiences a busy season during Q4. The management team has a rotation to cover the evening schedule and at times will be required to support the contact center until the 8pm CST closing time. Associate managers should expect a span of control of approximately 12-15 direct reports. Cotality offers a Flexible Work Model that includes a hybrid schedule. Management is expected to be in the office 1-2 days per week (work from home is permitted for the other 3-4 days) and the team has an in-office coverage schedule to ensure the customer care associates have adequate management support on site. Other in-office time may be required based on business need or to attend "Moments that Matter" (MTM) events hosted department or company-wide. Associate managers should expect to sit, stand, type, and use a laptop computer and headset on a daily basis.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life. Highlights include :