Real Page - Director II - Product / Customer Support

Summary :

Realpage Customer Support is the largest centralized leasing and maintenance phone / email / chat / technical support for the Multifamily and Senior housing industry in the US.

Our India and Philippines offices serve as a global expansion strategy providing business continuity, access to a pool of highly skilled service associates, and ability to provide competitive rates to our partners.

Our well-trained associates work around the clock as a natural extension to our partners' onsite teams to field thru prospect inquiries and resident maintenance requests via multiple contact channels (phone, chat, email, technical support etc.) We are also our partners' "first responders" regarding maintenance issues 24 / 7.

We never miss an opportunity to deliver exceptional prospect and resident experiences with our encouraging team who believe in doing their best and helping our clients! For more information about our Global Contact Center, you may also visit : RealPage Support | Technical and Product Support Services | RealPage.

What You'll Do :

• The Director II in the Product / Customer Support is responsible for leading a Team of Managers, Assistant Manager, leads and associates, as well as acting as a knowledge resource for Product Lines owned (i.e, Leasing, Maintenance, Single Family, among others); and / or Contact Types assigned (i.e, Email, Chat, Voice, Technical etc.); ensuring consistent delivery of the high-quality products delivered by RealPage.
• The tasks include but are not limited to assisting the Manager with staffing, quality control, has shared accountability to overall customer satisfaction, problem identification and reporting assignments, assists in managing to achieve departmental SLA's (service level agreements), and has shared accountability.
• Director II will have direct responsibility for their team's daily performance, working with Workforce Management for the scheduling of the agents, daily / weekly / monthly reporting; schedule adherence; assist with training as it pertains to the position and providing input into performance reviews.
• The Director II will also play an active role in ensuring that department goals are being met or exceeded.
• Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products.
• Must provide ownership of the position and be able to effectively escalate problems or issues as they arise based off trained protocol.

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