Assistant Community Manager Job at PTLA in Bellingham
PTLA, Bellingham, WA, United States
The Customer Support Manager is responsible for leading the leasing and customer support operations of the community while delivering an exceptional resident experience. This role oversees daily team performance, drives revenue and occupancy goals, and ensures best-in‑class customer service throughout the entire resident lifecycle—from initial inquiry through renewal. The Customer Support Manager also develops and coaches team members, manages escalated issues, and partners with leadership to implement strategies that enhance both operational efficiency and customer satisfaction.
Primary Responsibilities
Leads, coaches, and develops the customer support/leasing team to consistently meet and exceed performance goals
Oversees daily operations of the leasing and customer support function, ensuring efficient workflows and high-quality service delivery
Monitors team performance including leasing conversion, response times, customer satisfaction, and occupancy goals
Partners with Community Manager to set team goals and strategies to drive revenue and resident satisfaction
Handles escalated customer concerns and resolves complex issues with professionalism and urgency
Ensures team adherence to company policies, Fair Housing laws, and operational standards
Collaborates with marketing and operations teams to refine outreach strategies and improve lead generation and conversion
Assists training new team members to ensure consistency and culture alignment
Continuously identifies opportunities to improve processes, systems, and the overall customer experience
QUALIFICATIONS
Polished Presentation
Problem Solving and Conflict Resolution Skills
Ability to multi-task
Strong Verbal and Written Communication Skills
Team Player
Intermediate Computer Skills / Internet Savvy
CORE COMPETENCIES
In order to achieve success, the PTLA team must embrace certain core principles and values. Each team member should possess the first column (bolded). The additional competencies are position specific:
Achievement Focus
Business Ethics
Customer Service
Communications
Consultative Selling
EDUCATION AND/OR TRAINING
High school diploma, GED or equivalent
Job Type: Full time
Ability to Commute:
Bellingham, WA 98229 (Required)
Ability to Relocate:
Bellingham, WA 98229: Relocate before starting work (Preferred)
#J-18808-Ljbffr
Primary Responsibilities
Leads, coaches, and develops the customer support/leasing team to consistently meet and exceed performance goals
Oversees daily operations of the leasing and customer support function, ensuring efficient workflows and high-quality service delivery
Monitors team performance including leasing conversion, response times, customer satisfaction, and occupancy goals
Partners with Community Manager to set team goals and strategies to drive revenue and resident satisfaction
Handles escalated customer concerns and resolves complex issues with professionalism and urgency
Ensures team adherence to company policies, Fair Housing laws, and operational standards
Collaborates with marketing and operations teams to refine outreach strategies and improve lead generation and conversion
Assists training new team members to ensure consistency and culture alignment
Continuously identifies opportunities to improve processes, systems, and the overall customer experience
QUALIFICATIONS
Polished Presentation
Problem Solving and Conflict Resolution Skills
Ability to multi-task
Strong Verbal and Written Communication Skills
Team Player
Intermediate Computer Skills / Internet Savvy
CORE COMPETENCIES
In order to achieve success, the PTLA team must embrace certain core principles and values. Each team member should possess the first column (bolded). The additional competencies are position specific:
Achievement Focus
Business Ethics
Customer Service
Communications
Consultative Selling
EDUCATION AND/OR TRAINING
High school diploma, GED or equivalent
Job Type: Full time
Ability to Commute:
Bellingham, WA 98229 (Required)
Ability to Relocate:
Bellingham, WA 98229: Relocate before starting work (Preferred)
#J-18808-Ljbffr