Qualifications:
Job Summary:
The Customer Service Manager (CSM) will oversee a team responsible for managing incoming communications, ensuring residents and owners receive exceptional support. This role involves leading the team in responding to inquiries, converting requests into service tickets, and maintaining an up-to-date customer database. The Customer Service Manager will also ensure a seamless, friendly, and professional interaction with residents, fostering a harmonious living environment.
Duties:

• Team Management: Supervise and guide a team of customer service representatives in handling incoming emails and phone calls, ensuring all interactions are handled promptly and professionally.
• Zendesk Ticket Management: Oversee the conversion and assignment of incoming calls and emails into Zendesk service tickets, ensuring all requests are properly documented and assigned to the appropriate departments for resolution.
• Request Coordination: Coordinate and monitor the progress of customer service requests, ensuring timely and accurate resolution while keeping residents informed of the status.
• Database Maintenance: Ensure the customer database is up-to-date with accurate and complete information. Implement processes to maintain data integrity.
• Reporting & Escalation: Track key performance metrics, generate reports on team performance, and escalate complex issues to the Director, Condominium Management when necessary.
• Continuous Improvement: Identify areas for process improvement, implement best practices and provide training and support to the Resident Services Team.
• Other Duties: Perform other duties as assigned by the Director, Condominium Management, to support the overall function of resident services team.

Qualifications:

• Proven experience in a customer service leadership role, ideally within property management, residential services, or a similar environment.
• Strong interpersonal and communication skills with the ability to handle high-pressure situations calmly and effectively.
• Proficiency in using customer service software (experience with Zendesk is a plus).
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and deadlines.
• Strong problem-solving and conflict-resolution skills.
• Experience in data management and reporting is desirable.

With its strong diversity of business offerings, track record and aggressive growth plans, Equium Group offers a conducive environment to develop a long-term real estate career.
Founded in Calgary in 2011, Equium Group is a fully integrated, award winning real estate organization specializing in condominium, commercial and residential real estate services. Our scope of services includes property management, construction, marketing, leasing and private mortgages. Our current portfolio under management is valued in excess of 4.5 billion dollars across 15.5 million square feet.
Equium Group has won the Consumer’s Choice Award for top Property Management company in Southern Alberta for the last five consecutive years. Equium Group was also featured as one of Canada's Fastest Growing Companies by Maclean's Magazine, Canadian Business Magazine, The Financial Times and The Globe & Mail's Report on Business Magazine for the last five consecutive years. Equium was also recognized as one of the top 50 Best Workplace in Canada for the last five consecutive years as featured in the Globe and Mail.
Equium Group's market share consists of over 7.3% of all condominiums in Calgary, in which over 35,000 Calgarians live, work and play in Equium managed properties. Our condominium corporations under management range from 2 units to 800 units, encompassing over 14,000 doors under management. In addition, our commercial portfolio totals 1.5 million square feet under management across several asset classes including office, industrial, high-street and suburban retail.
Our clients include individual owners, high net worth investors and some of Canada’s largest real estate firms, whose assets exceed 7 billion dollars. Select landmark buildings under management include The Guardian, Bridgeland Crossings, University City, Colours by Battistella, Chocolate, 639 5th Avenue SW (Standard Life Tower), the 47-acre Icon Business Park (Smed Building), Creekside in Airdrie and the Drake.
Equium Group employs a full-time staff of over 125 real estate professionals focusing on best management practices, with emphasis on environmental stewardship in the built environment.
Job Type: Full-time
Pay: $55,000.00-$65,000.00 per year
Benefits:

• Company events
• Dental care
• Extended health care
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Experience:

• management: 5 years (required)

Language:

• English (required)

Work Location: In person