Customer Care Team Manager - Dallas, TX

Stellantis Financial Services•Dallas, TX

2d•Onsite

About The Position

The Manager of the Customer Care Team leads and develops a high-performing team of customer service representatives. This role requires a strong focus on customer satisfaction, team motivation, effective communication and operational efficiency. The Manager provides coaching, direction, and training to ensure the team consistently delivers exceptional customer service experiences. Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Requirements

2 years minimum of managerial or leadership experience
3 years minimum of center/customer service-related experience
Proven experience in handling customer inquiries, complaints, and escalations effectively
High school diploma/GED
Proficient skills with using MS Office Suite applications, such as Excel, Word, Outlook and PowerPoint
Effective verbal and written communication, and interpersonal skills
High level of attention to detail, organizational skills, and ability to multitask effectively
Must be able to maintain a high level of integrity, confidentiality and professionalism
Ability to understand, adhere and interpret company policies, procedures, and compliance guidelines
Ability to read and interpret documents and apply common sense understanding to carry out instructions
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Overtime required required on an as needed basis
Travel 0-10% - as required on an as needed basis
Be authorized to work in the United States to be eligible for this position.

Nice To Haves

Experience working in a high-volume call center environment is highly desirable
Knowledge of customer relationship management (CRM) systems (Salesforce) and other relevant software is a plus

Responsibilities

Monitor customer service calls to observe employee's demeanor, accuracy and conformity to company policies
Provide guidance to team members on how to effectively resolve escalated customer issues and complaints or will personally resolve customer issues and complaints when necessary
Confer with Loan Servicing manager to recommend changes prevent recurring customer complaints
Develop effective working relationships with internal and external customers
Actively participate in the interviewing process for new hires, including screening resumes and conducting interviews
Ensure new hires are properly trained and evaluate performance feedback from the trainers
Analyze productivity and quality reports to identify areas for improvement in productivity
Identify training needs and develop action plans for improvement
Responsible for proactively identifying and effectively resolving any problems that may arise with the agents or customers
Ensure appropriate levels of customer service are met
Identify and monitor team members work and break schedules
Perform various managerial administrative functions such as reviewing and approving employee timecards, writing quarterly/annual employee performance reviews and employee disciplinary actions when necessary
Maintain unity among team members and resolve grievances or escalations as needed
Review subordinates performance reports and provide feedback regularly
Ensure team members are always adhering to company safeguards and standards of conduct