Residential Property Liaison Manager-SWFL

Naples, Florida
Telecommunications (Computer and Mathematical Occupations)
Job Type
Working Hours
8:00 AM - 5:00 PM
US$ 54,000 - US$ 57,000 per year
Ref. Number
Ashley Hagaman, Spherion
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Job Description

The Residential Property Liaison Manager will be part of our Customer Operations team. Primary duties include daily management and oversight of Residential Property Liaisons (RPL's) in SWFL, as well as oversight of assigned marquee properties. Ensure company's objectives are being met by Residential Property Liaisons with respect to customer service, new property conversions, communications regarding changes in products, policies, pricing to community leaders and end-users, overall community satisfaction, and identification of revenue growth opportunities.

Demonstrate consistent proficiency in Residential Community account administration skills including maintaining positive company relationships with assigned property administrators, resolving second level escalated complaints and responding to inquiries with utmost courtesy and professionalism. Actively support the Residential Account Management team including the property leadership while providing pre and post-sale customer service support from order processing through statement production and customer education. Conduct each contact with the objective of retaining customer's business and increasing revenue. Set example of exemplary customer service through demonstrated performance.

Utilize initiative and appropriate judgment in resolving customer issues with resolutions promoting customer loyalty and maintaining company revenue integrity.
May be required to attain revenue quota.
Provide Tier 1 technical support to include basic service troubleshooting up to and including rebooting equipment.
Perform periodic performance evaluations of subordinates
Practice organization and time management skills including prioritizing work and requesting additional work when appropriate..

Working hours: 8:00 AM - 5:00 PM

--Assign Residential Property Liaison properties, update as necessary.
--Review and process MDU/Community contract requests for service, monitoring install from point of sale through first accurate billing statement, as needed.
--Second level support for all RPL Community escalations including installations and trouble tickets for existing customers.
--Conduct annual Residential Property Liaison satisfaction survey with all properties.
--Accompany RPL's on-site (at the community) events, including HOA meetings, resident appreciation events, and other community events as a representative of Summit Broadband presenting products and services as needed.
--Assist Director of Customer Experience in developing strategies to increase take revenue in market.
--Create and manage reports that track client interactions of subordinates with respect to property management, board member, and/or customer/client requests or inquiries concerning services, products, billing, equipment, claims and work with other departments to resolve reported problems in a timely manner. Issue credits where necessary. Utilize appropriate judgment in determining if billing adjustment ensures customer satisfaction. Follow up with proper internal/external documentation.
--Manage the daily workflow of RPL's, assigning projects or assisting other departments as needed during periods of downtime.
--Maintain master property account list, keeping property contacts, billing information and RPL assignments current and updated.
--Ensure Product Model notes are updated and accurate.
--Manage email blast process as necessary.
--Acquire sufficient knowledge of each property to support business development and increased monthly recurring revenue.
--Proficiently utilize internal systems to initiate and complete service orders and efficiently manage property requests. Maintain customer accounts and billing information accuracy with no errors.
--Maintain proper documentation in customer files and computerized records.
--Visit property administration with RPL's on a regular basis to effectively maintain business partnership.
--Required to maintain availability on demand outside of standard schedule as needed to promote customer retention and address escalated issues.


4-7 years

Minimum five years of previous work experience in telecommunications, property management or related field.
Minimum two years of experience in Business to Business Sales environment.
Minimum of two years of supervisory experience, including performance management.
Knowledge of the telephone, internet and cable industry and how it operates.
Strong written and communication skills. Typing and grammar proficiency. Ability to communicate clearly and properly in English.
Working knowledge of Windows operating system and experience with word processing and spreadsheet software. CRM experience preferred.
Working knowledge of survey and contact administration software such as Survey Monkey, Constant Contact, MailChimp.
Demonstrated proficiency in data entry.
Knowledge of how to use a phone in an ACD environment Function as a team player in peer relationships.
Must have a valid drivers license and clean driving record.
Must keep current auto insurance with 250,000/500,000 coverage at all times throughout employment and provide such proof of such insurance to Human Resources annually.
Must be able to pass criminal background and drug testing.
At least 18 years of age.
High school diploma or equivalent
Bachelors degree preferred.

Several ways to Apply-
*Apply in Person MONDAY- FRIDAY between the hours of 9:30am-1:30pm or call our office to schedule an appointment.
*4964 Tamiami Trail North, Naples FL 34103
*Apply on line
*Email your Resume by replying to this post
*Call our office at 239-494-3044 for more information


Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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