Customer Service Manager

Represents Highwoods in a professional manner to employees, customers, vendors, and the public. The CX Support Manager will oversee the CX Support and Parking Teams, serving as the subject matter expert (SME) for all WOMS and operational processes across these areas. This role is pivotal in fostering strong partnerships with local markets, ensuring that the CX support and Parking teams are seen as valued partners and integral to market success, working in alignment with each market's goals and strategies. The CX Support Manager will be responsible for revenue strategy for parking, collaboration with market teams to enhance customer experiences, and development of best practices. Additionally, this role focuses on the continuous training and development of team members, creating a supportive environment that emphasizes proactive service, problem-solving, and a commitment to delivering a seamless customer experience.

Job Duties to Include:

• Leader of the Customer Service Team & Parking Team:
  
  
  
  • Maintain the highest working knowledge base for all WOMS & Parking operations. Maintain consistent oversight of all team members and their fulfilment of their job duties & goals. Lead by example for all actions, communications & development
  
  
  
  
• Market Partnership & Strategy Development:
  
  
  
  • Actively lead partnerships with market teams to co-develop strategies that foster strong customer relationships, drive revenue, and enhance parking and work order management processes. Position the CX and Parking teams as essential extensions of market teams, providing customized support, gathering valuable feedback, and ensuring customer experience improvements align with local needs.
  
  
  
  
• Professional & Personal Development:
  
  
  
  • Maintain a cadence for 1:1's with team members to ensure they are continuously striving to meet their goals, pursue personal development & increase their knowledge base & skill set to empower their future
  
  
  
  
• Goal Planning & Performance Review:
  
  
  
  • Oversee goal setting and maintain continuous opportunities for two-way feedback and performance reviews to ensure the team is meeting their (& company goals)
  
  
  
  
• Training:
  
  
  
  • Assist in onboarding materials and execution as called upon to help train new hires on WOMS & parking operations
  
  
  
  
• Customer & Vendor Relations:
  
  
  
  • Provide professional and courteous customer service to ensure positive customer relations
  • Oversee the relationship with market teams for all customer needs and activities
  • Maintain the customer reporting tools needed to ensure tracking of customer interaction, needs, and recovery
  • Assist with any escalated issues-connecting Customers with the appropriate people as needed
  • Maintain positive relationships with vendors, running reports to ensure job completion & overall satisfaction with services rendered
  • Evolve & adapt to customer needs-maintain & create resources, systems, training & info system updates
  
  
  
  
• Provide Backup to the CX Team & Management as needed:
  
  
  
  • Fill in as needed in duties and leadership when needed
  
  
  
  
• Office & Administrative Support:
  
  
  
  • Ensure the execution of all administrative duties and office management tasks.
  • Assis as needed with mail collection, distribution
  • Back up for inbound phone support within the office
  • package labels, package handling & package shipping
  • Ensuring the kitchen & common areas are maintained, clean, organized & stocked
  • Ordering supplies as needed
  
  
  
  
• Miscellaneous: Assist with other projects as needed

Job Requirements:

• Strong organization & communication skills
• 2 years managing a team
• Professional development experience
• Microsoft Word, Excel, Outlook
• Professional verbal and written communication
• VoIP multi-phone line system or similar required
• Professional appearance & a consistent energetic and positive attitude
• Basic accounting & math skill set
• Must be detail-oriented
• Must have good time management skills and be able to multi-task & prioritize tasks.
• Ability to work both independently & as part of a team
• Adaptable & eager to learn

Education/Experience:

Minimum of 5 years administrative or customer support experience & a minimum of 2 years managing a team. Customer-facing background encouraged. AP/AR experience required. A property Management or Parking Services background is strongly encouraged. Must have experience with budgets and project planning.

Work Environment | Physical Demands:

This job operates in a professional setting. The role routinely uses standard office equipment, including computers, printers, copiers, mail stations, and filing cabinets.

The physical demands described must be met by an employee to be successful in the essential functions of this job. This role requires sitting for extended periods of time, as well as standing, bending, lifting (up to 40lbs), walking. The role requires the employee to regularly talk, hear and see. The role requires the use of arms and hands to reach, type, lift & answer phones. The ability to read, understand & communicate information clearly is required.