Customer Care Spvr
About The Position
The Customer Care Supervisor role is responsible for leading a world-class customer care team. In addition to supporting their core Customer Care team, this position will engage with customers regularly and be proficient in interacting and collaborating with other areas to ensure customer inquiries are fully resolved. They will also lead by example by embracing the concept of continuous improvement and ensure best in call mortgage loan servicing. We are seeking a Customer Care Supervisor with strong time management skills, organization, good work ethic, and flexibility.
Requirements
- High School Diploma, GED, or equivalent experience
- Minimum 2 + years of leading a Contact Center Team(s)
- Minimum 2 + years of experience in mortgage servicing
- Minimum 2 + years of experience in Customer Service
- 2 + years of supervisor experience with leadership abilities
- Strong phone etiquette while having a passion for taking care of customer needs with exceptional customer service skills
- Strong problem-solving skills with solid analytical skills with the ability to exercise prudent judgment
- Exceptional organization and time management a must
- Comfortable being a team player
- Strong interpersonal skills in addition to verbal/written communication
- Ability to work through stressful situations professionally
- Attention to detail
Nice To Haves
- Bi-lingual skills a plus
Responsibilities
- Responsible for reinforcing confidence in CHL’s ability to provide best-in-class care in mortgage loan servicing by active and effective listening, strong problem-solving skills, and using positive language skills
- Monitor and continually develop assigned team
- Engaging with other CHL team members as needed to fully resolve customer inquiries
- Ability to identify improvement opportunities both within and outside of the assigned team to mitigate future customer inquiries and improve overall customer experience
- Regularly interacts with customers to ensure full and complete resolution of customer inquiries
- Continuously improve knowledge base and skill set to ensure maximum level of customer satisfaction and world-class customer experience
- Perform other job-duty related issues as assigned
Benefits
- competitive salary
- full benefits package
- performance-based bonus dependent upon position/department
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
1-10 employees
