New

Customer Experience Coach

Tricon Residential
United States, California, Tustin
Feb 21, 2025
Tricon Residential is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential. We strive to be North America's premier rental housing company. Our business philosophy involves taking care of our team first - empowering them to provide our residents with exceptional service and to positively impact the local communities where we operate. By providing an enhanced living experience, our residents rent for longer periods of time, treat our properties like their own, and share their experience with friends and family. This is how we continue to grow, and it is an approach that has proven to generate positive returns for our stakeholders. For more information, visitTricon Residential. Job Description The Customer Experience Coach provides mentoring, training, and guiding the collections team and resident experience representatives (REX) to improve communication, customer service, and financial recovery processes. This role is crucial in fostering a positive resident experience while ensuring timely payments and maintaining healthy operations. Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel. Coaching & Development: Provide ongoing coaching, mentorship, and professional development to Collections Specialists and REX team, equipping them with the skills and strategies to enhance performance. Meet individually with representatives and set clear resident services expectations. Provides timely coaching and immediate feedback for the representatives to strengthen overall performance after listening to calls. Performance Monitoring: Analyze team performance metrics, identify areas for improvement, and implement targeted coaching plans to drive efficiency and effectiveness. Ensures coaching is documented and completed in a fair and timely manner. Resident Communication Strategies: Ensure team members are coached in empathetic yet firm communication techniques to foster positive resident relationships while achieving objectives. Content and Workshop Development: Design and deliver engaging training materials, workshops, and educational content for collections specialists and REX team to enhance learning and professional growth. Continuously update materials to reflect industry best practices and evolving resident service's needs. Conflict Resolution: Coach team members in handling escalated resident concerns, ensuring issues are addressed with professionalism and efficiency. Compliance & Regulations: Ensure adherence to all legal and regulatory requirements related to collections and resident interactions. Collaboration: Work closely with management, operations leadership, and finance teams to align collections and resident service strategies with overall business goals. Qualifications Problem-Solving: Strong analytical skills with a proactive approach to identifying and addressing challenges. Resident-Centric Mindset: A balance of empathy and assertiveness in handling resident interactions. Technology Proficiency: Experience with property management software and collections tools is an asset. Knowledge of Regulations: Understanding of fair housing laws, debt collection laws, and resident rights. Minimum Requirements 3+ years of experience in collections, customer service, property management, or a related field, with at least 2 years in a coaching or leadership role. At least 1 year of experience with collections, single family home leasing and the property management industry Some travel may be required Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including: Frequently required to sit; talk; and hear. Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch. Occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision and depth perception. At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive. Salary Range Placement within this compensation range will be determined by the candidate's knowledge, experience and skills. $77,560.00 - $129,260.00