Customer Service Manager

First American•Fort Mill, NV

1d•Onsite

About The Position

ServiceMac is a new sub-servicing entity focused on providing superior technology, products, and services for the mortgage and real estate industries. The company has an inclusive, people-first culture, recognized by being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years, and has received awards as a best place to work for women, diversity, and LGBTQ+ employees. The Customer Service Manager is responsible for managing a team of Customer Service Representatives in a service-related call center and/or non-call center environment, setting daily operational priorities and ensuring outstanding customer service.

Requirements

Bachelor’s degree or equivalent combination of education and experience
5-7 years of experience in customer service
3-5 years demonstrated management experience in technical title, escrow or mortgage operations
Demonstrated success establishing, leading and maintaining effective working relationships at the Department Management level
Successful track record designing, developing, and executing complex projects in area of functional expertise.
Ability to establish and maintain effective working relationships at the Management level across functional groups and business units.
Adeptness to influence the thinking of, or gain acceptance from others in sensitive situations, using influence and preventing damage to the relationships.
Strong capacity to communicate the function’s vision and the department’s direction and set aligned goals.
Provides resources and creates systems to measure results.
Familiar with competitor, financial and industry dynamics.
Actively recruits, retains and develops talent and holds employees accountable for results.
Leads change, manages conflict and fosters collaboration.
Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
Provides others with reliable information and delivers informative and persuasive presentations.
Uses good listening skills and negotiates effectively.
Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business.
High level of business acumen, strategic agility, ability to develop others, and influence change.

Responsibilities

Manages first line supervisors that are responsible for managing a group of customer service reps that handle customer service inquiries and problems via telephone, letter, fax or email.
Monitors the team’s performance on a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies.
Develops and monitors the application of operating systems including policies and procedures, operating structure and information flow.
Ensures work production volume meets product/service standards and exceeds quality standards.
May develop business plan for team operations including budget development.
Ensures appropriate staffing levels are met.
Provides reports to management on department performance and metrics.
Approves HR activities including hiring, training/development and evaluating staff performance.
Participates in long-range departmental planning and provides input to operational decisions and to clarify or modify project plans, and/or schedule requirements.