Director, Customer Experience

Sentry Management

9d•Onsite

About The Position

Sentry Management is an industry leader in full-service community association management. Our purpose is to nurture communities we are all proud to call home by putting our communities first, enhancing property values by supporting the board’s endeavors, and improving the lifestyles of residents. Our community managers and support personnel are best-in-class, and we’ve been recognized as a National Top Workplace by USA Today for our engaged, people-centric workplace culture and employee engagement. We value diversity in all its forms and strive to create a workplace where everyone feels supported and respected. We are currently seeking a professional and experienced Director, Customer Experience for our Home Office in Longwood, FL. The Director, Customer Experience directs and coordinates the daily activities of the Community Onboarding Team in support of the Vice President, Client Services. The purpose of this position is to provide support, feedback, direction, and guidance to the team that they support.

Requirements

Have previous Customer Service experience
Be professional, organized, and self-motivated
Possess strong written and verbal communication skills
Have a proficiency with Microsoft Office and general computer skills

Responsibilities

Provides support to and oversight of the Customer Experience Team.
Monitors team Service Level Commitments and reports to VP, Client Services.
Provides training for new team members and on an as needed and ongoing basis.
Perform assignments associated with department projects as directed by Sentry’s leadership team.
Address internal and external Customer Experience challenges and ensure effective and long-term problem resolution.
Assist in identifying ways of improving efficiency to streamline processes.
Continuous Process Improvement - Look for trends or repeat issues and propose solutions to the VP, Client Services.
Responds to and resolves requests promptly.
Miscellaneous projects and duties assigned by the VP, Client Services