Supervisor I, Resident Billing… at RealPage, Inc. · Richardson

Summary: RealPage, Inc. is a company focused on operations, and they are seeking a Supervisor I for their Resident Billing Operations. This role involves overseeing a team of Tier 2 agents, providing training and support, monitoring performance, and ensuring adherence to company policies and procedures. Responsibilities: - Training New Hires and Providing Refresher Trainings, Knowledge Checks, and Knowledge Articles: Conducting initial training for new hires and providing ongoing refresher trainings, knowledge checks, and access to knowledge articles to ensure continuous learning and skill development among Tier 2 agents - Quality Assurance: Monitoring the performance of Tier 2 agents to ensure adherence to company standards, procedures, and service level agreements - Escalation Management: Handling escalated customer issues or complex technical problems that Tier 2 agents are unable to resolve independently - Performance Management: Setting performance targets, conducting performance evaluations, and providing feedback to Tier 2 agents to help them improve their performance and achieve their goals - Resource Management: Allocating resources effectively to ensure optimal coverage and support for customers during peak times or when handling high-priority issues - Problem Solving: Assisting Tier 2 agents in troubleshooting technical issues, identifying root causes, and implementing solutions to resolve customer problems effectively - Communication: Serving as a point of contact between Tier 2 agents, other departments, and upper management, facilitating communication and collaboration to ensure smooth operations. Also communication with property managers/vendors/property consultants - Reporting and Analysis: Generating reports on team performance metrics, analyzing trends, and identifying areas for improvement to enhance overall team effectiveness and customer satisfaction - Team Development: Supporting the professional growth and development of Tier 2 agents through coaching, mentoring, and providing opportunities for skill enhancement or career advancement - Adherence to Policies and Procedures: Ensuring that Tier 2 agents comply with company policies, procedures, and industry regulations to maintain a high standard of service delivery and customer satisfaction Required Qualifications: - Associate degree or equivalent preferred - Minimum 1 year of supervisory experience in a similar role - Minimum 1 year of technical support experience - Minimum 1 year of customer service experience - Ability to travel at least once a year for leadership meetings, department meetings, and team-building activities - Proficiency in remotely troubleshooting wireless access points, modems, switches, smart TVs, video equipment, Smartbox distribution systems, and various other remote systems, including familiarity with SSID, BSSID, and VLAN configurations - Experience in locating IP and MAC addresses - Familiarity with tools such as Putty, SSH, and Telnet for system administration - Concrete examples of processes improvement on help desk operations Required Skills: Wireless Access Points Troubleshooting, Modems Troubleshooting, Switches Troubleshooting, Smart TVs Troubleshooting, Video Equipment Troubleshooting, Smartbox Distribution Systems, SSID Configuration, BSSID Configuration, VLAN Configuration, IP Address Location, MAC Address Location, Putty, SSH, Telnet, Help Desk Operations Process Improvement, Coaching Benefits: Health, dental, and vision insurance., Retirement savings plan with company match., Paid time off and holidays., Professional development opportunities., Performance-based bonus based on position., Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.