Client Support  |  Cleveland, OH, USA

Manager, Client Support

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Description

As a Manager within our Client Support team, this individual will oversee a team of Software Support Agents who are responsible for responding to and resolving customer inquiries involving our RentPayment application. Management of the team will include measuring the performance of Support Agents against established goals, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Agent performance. Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

RESPONSIBILITIES:

  • Manage the performance of a team of support agents against all established Client Support goals
  • Monitor phone, chat and portal case queues to ensure all issues are responded to within established SLAs
  • Provide coaching and feedback to agents to improve performance and enable the team to achieve established goals and objectives
  • Participate in the escalation process, including working with clients and other MRI departments to resolve cases
  • Conduct regularly scheduled team meetings and one-on-one meetings with direct reports to address issues, provide updates and give direction
  • Develop knowledgebase documentation and articles
  • Adhere to all established MRI Software policies and guidelines
  • Perform other duties and responsibilities as assigned
Skills & Other Requirements
  • Excellent interpersonal and professional communication skills, both verbal and written
  • Strong time management and organizational skills
  • Ability to manage multiple tasks, while effectively focusing on priority issues
  • Excellent problem solving, leadership and coaching skills
  • Ability to work as a member of a team and cross-functionally
  • Bachelor’s degree or equivalent relevant work experience required
  • Previous supervisory or management experience preferred
  • Customer service experience preferred
  • Inbound support center experience preferred

 

Company Overview

MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business.  Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets.  With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Sydney, South Africa, New Zealand, Canada, India, and Ireland with over 1800 team members to support our clients and their unique needs!

MRI is proud to be an Equal Employment Opportunity employer.

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17000+

clients

10m

units

2.3m

leases

140+

partners

170+

countries