Customer Service Leader

US-PA-Berwyn
# Positions
1
Requisition ID
2017-3256

 

ModSpace seeks a Customer Service Concierge to join our Berwyn, PA Customer Care team. This position is open due to promotion!

 

ModSpace has a network of 80+ offices across the US and Canada. The Concierge role leads a small team within the department responsible for providing centralized Customer Service support to customers who lease and purchase our buildings across North America.

 

For more about ModSpace and what we do, visit our YouTube Channel!

 

Day to day responsibilities may include:  

  • Directing work assignments and schedules across the team
  • Performing as backup to specialists or senior specialists
  • Serving as a point of escalation for complex issues or problems
  • Performing quality assurance monitoring which may encompass
    • Auditing required contract documentation
    • Verifying contract variables
    • Tax exemption approval prior to lease activation
    • Activation compliance for Sale/Lease Contracts
  • Approving post-activation contract changes such as Lease Extensions
  • Reporting on performance including call metrics
  • Identifying gaps in performance and necessary resolution
    • Staffing
    • Performance
    • Vendor performance
  • Helping to guide and estabish best practices for effective customer service
  • Identifying and approving necessary credits within the ModSpace scope of authority
  • Interacting cross-functionally within ModSpace to ensure seamless process and communication flow
  • Interviewing, selecting, training and managing team members

 A successful Concierge has: 

  • A Bachelor’s degree
    • OR 4 years' post-high school work experience
  • 4 or more years’ experience in a customer service related role
  • 2 or more years' experience managing others
    • OR 2 years' experience in a ModSpace Customer Service or Operations team
  • A high degree of professionalism in work product and conduct
    • Accuracy
    • Speed
    • Completeness
    • Phone presentation including proficiency and clarity in spoken and written English
  • The ability to coach and assist team members positively as a leader and contribute individually
  • Strong math skills for financial or call data analysis
  • The ability to negotiate effectively with customers, vendors or internal support providers
  • Proficiency in Excel and PowerPoint 

All ModSpace team members must have:

  • PC Proficiency in a Windows environment with MS Office Suite
  • Excellent verbal, written, interpersonal, presentation and organizational skills
  • A drive to provide world-class customer service
  • The highest levels of integrity

If you are a well-qualified candidate, please submit your resume in confidence today!

 

We provide a state-of-the-art, business casual office environment, in addition to a wide range of employee benefits: 

  • Paid Time Off – 20 days per year to start (US) plus company holidays!
  • Medical, Dental and Vision Insurance Plans
  • Employee and Dependent Life Insurances
  • Short-term and Long-term Disability Insurances
  • 401(k) Plan with Match (US) / Defined Contribution Plan (Canada)
  • Flexible Spending Accounts for Medical or Dependent Care Expenses (US)
  • Supplemental benefit offerings such as health and wellness discount programs, will preparation services, affinity programs

A career with ModSpace offers professional development and opportunity with a stable and growing North American firm. Our mid-size means our employees enjoy the resources of a large company in an environment where they are highly visible and have a direct impact on performance.

 

Come build your future with ModSpace!  

 

 

ModSpace believes diversity makes us a stronger organization. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sex, national origin, age, marital or family status, sexual orientation, genetics, disability, military or veteran status or any other legally protected condition or characteristic.

 

For more information about ModSpace, please visit www.modspace.com in the US or www.modspace.ca in Canada.

 

Please view a copy of our US Equal Employment Labor Law poster here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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