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Customer Service Lead
Customer Service LeadAxis • Orange City, IA, US
Customer Service Lead

Customer Service Lead

Axis • Orange City, IA, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Salary : $60,000-$80,000

About Axis

Axis Property Holdings & Management (APM) is a fast-growing property management firm committed to delivering exceptional living experiences while maximizing value for our residents and investors. As a locally rooted, tenant-focused company, we pride ourselves on responsiveness, professionalism, and a modern approach to property management. We are seeking a friendly, organized, and solution-orientedCustomer Service Lead to join our team. This role is central to delivering a positive resident experience and maintaining clear communication between tenants, vendors, and our internal team.

Position Summary

As the Customer Service Lead, you will supervise and mentor a team of customer service representatives. Youll be responsible for ensuring that customers receive toptier support, guiding continuous process improvements, and serving as a liaison between customers and internal teams to resolve issues efficiently and create positive experiences.

Key Responsibilities

  • Lead, coach, and develop the customer service team, ensuring high morale, productivity, and consistent service quality
  • Monitor performance metrics (i.e. Response times, Call quality, Missed calls, Resolutions, etc.), analyze trends, and drive improvements
  • Handle escalated customer issues, ensuring they are resolved satisfactorily and in a timely manner
  • Collaborate with crossfunctional teams (i.e. Maintenance, Leasing, Accounting, Leadership, etc.) to share insights or provide assistance as necessary
  • Maintain and refine customer service policies, procedures, and knowledge bases to support efficient and consistent responses
  • Assist in hiring, training, and onboarding new customer service staff
  • Manage scheduling, capacity planning, and resource allocation within the team
  • Drive initiatives for selfservice tools (i.e. FAQs, Knowledge articles, etc.) to reduce repeat inquiries

Qualifications

  • Minimum of 3-5 years experience in customer service or support roles, including at least 1-2 years in a leadership or supervisory position
  • Strong communication, both written and verbal - With the ability to convey empathy and clarity
  • Demonstrated ability to manage metrics and use data to inform decisions (i.e. Dashboards, KPIs, etc.)
  • Excellent problem-solving skills; Able to triage issues and coordinate cross-departmental solutions
  • Strong coaching and mentoring skills, with experience helping team members grow
  • A mindset focused on customer satisfaction, continuous improvement, and operational efficiency
  • Agile mindset; Adaptable and comfortable with change
  • Proficient in Microsoft Office; willingness to learn industry tools

    • Benefits

  • Competitive compensation based on experience, with potential bonuses
  • Opportunities for professional development and leadership growth
  • A collaborative, mission-driven culture
  • Flexible hours designed to support a healthy work-life balance
  • Career growth in a rapidly expanding real estate firm
  • Paid time off and generous holiday breaks
  • Comprehensive benefits including Vision, Dental, Life, and Disability insurance

    • Ready to Apply?

    If youre passionate about real estate and ready to make an impact, we want to hear from you!

    Submit your resume and a brief cover letter outlining your experience.

    Were excited to connect with talented individuals who are ready to grow with AXIS.

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    Customer Service Lead • Orange City, IA, US