Job Description

The Inside Sales Manager, Contact Center supervises and manages the Lead Management Specialist team and all other customer service roles by ensuring an excellent customer experience through inbound and outbound call efforts, proper completion of lead management process and appointment setting to our MH Communities. They are committed to achieving incremental revenue and occupancy goals and providing world-class service, furthering Suns MH growth and profitability.

JOB DUTIES

• Develops & implements effective training for Lead Management Specialist/Customer Care personnel on processes & procedures, appointment setting, MH/RPS new sales & all electronic payment process, as well as knowledge of all company MH & RV Properties.
• Updates the training as needed to reflect changes in company programs and owned/operated resorts.
• Coordinates team member selection and development and ensures team members comply with appropriate policies and procedures.
• Collaborates with the Contact Center Manager and Director, Contact Center to establish revenue and reservation goals for the Contact Center and each Resort Reservation Specialist.
• Collaborates with the Director of Contact Center to establish revenue and team goals for all the Lead Management team members and the departments.
• Collaborates with the Director of Contact Center to policies and procedures for all the Customer Care and Resident Relations team members and the departments.
• Assists with developing phone-based marketing programs designed to increase revenue and occupancy.
• Ensures a positive customer experience by effectively managing the site rental process which includes reservations, reservation payments, and ensuring Reservation Specialists knowledge of all company RV resorts and their amenities.
• Listens to at least 20 calls a day to ensure all assigned team members are performing according to company standards.
• Manages the inbound and outbound call traffic to ensure each team member completes a target number of calls, appointments set, and revenue goals daily.
• Meets or exceeds all assigned home sale goals.
• Other duties as assigned.
• Provides business and/or marketing intelligence while working in conjunction with Marketing to maximize traffic generation.
• Provides reporting to various levels of management, as requested by the Director of the Contact Center.
• Updates and maintains all call scripts, as needed.
• Adhere to Sun's Timekeeping Policy by reviewing, verifying accuracy, approving and submitting direct reports time recorded.
• Oversees campaign management to ensure all campaigns are conducted according to the marketing plan while shifting priorities as needed and ensuring leads are updated to Contact Center system on a daily basis.

REQUIREMENTS

• Associates Degree (Required)
• 3 years Management experience in a sales or Call Center environment.
• Ability to plan proactively overall 1-2 year time span.
• Ability to travel by car or plane with overnight stays as required.
• Advanced computer proficiency in Microsoft Excel, including the ability to use email and internet.
• Demonstrated leadership abilities.
• Excellent problem-solving skills.
• Strong budgetary, interpersonal and communication skills.
• Strong organizational and analytical skills.

BENEFITS

At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.

• Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
• Comprehensive Dental and Vision Plans
• On-Site Fitness Center with Free Personal Training & Group Fitness Classes
• Voluntary Health and Dependent Care Reimbursement Accounts
• Life, Accidental Death & Dismemberment Insurance and Dependent Life
• Short and Long-Term Disability Coverage
• 401(k) Plan with Sun matching contribution
• Employee Assistance Program
• Identity Theft Insurance
• Legal Assistance Plan
• Pet Insurance
• Tuition Reimbursement program providing financial support to team members who further their formal education
• Vacation RV Site Discounts for team members when visiting SunRV Resorts across the nation
• Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
• Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child
• Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty

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