Client Experience Coach

UWM•Pontiac, MI

7d•Onsite

About The Position

Mentoring can be a truly rewarding experience. Especially when it makes a difference in someone’s life and career. If you enjoy leading people toward success — and you relish the art of conversation — you’d make a great Client Experience Coach. The primary focus of this role is supporting and offering feedback to team members who interact with clients on the phone. Throughout our 600,000 square foot campus, you’ll meet with team members to coach them on UWM’s best practices for processes, guidelines and client service, and keep them accountable for any items that were presented in the coaching sessions. Help set the tone and expectations for positive call experiences — apply today

Requirements

Must have Qualifications
High school diploma or equivalent
Must have experience in leadership, management and call quality
Must have at least two years’ client experience
Self-motivated with a strong work ethic
Comfortable in a fast-moving environment
Ability to multitask and adapt
Positive attitude and willingness to learn
Onsite, full-time attendance
Prepare to conduct 15-20 Coaching Sessions Per Day
Comfortable traveling between all uwm buildings to conduct coaching sessions

Responsibilities

Listening to call clips with team members, and giving verbal and written feedback
Side-by-side live coaching
Preparing formal feedback for leaders and the Client Service team
Logging organized and detailed feedback for each coaching session
Facilitating in Client Service training sessions
Scheduling coaching sessions with team members
Assigning classroom-based instruction to team members who require additional training

Benefits

Paid Time Off (PTO) after just 30 days
Additional parental and maternity leave benefits after 12 months
Adoption reimbursement program
Paid volunteer hours
Paid training and career development
Medical, dental, vision and life insurance
401k with employer match
Mortgage discount and area business discounts
Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
Gourmet cafeteria featuring homemade breakfast and lunch
Convenience store featuring healthy grab-and-go snacks
In-house Starbucks and Dunkin
Indoor/outdoor café with Wi-Fi