Customer Service Manager - REMOTE

First American•Usa, SC

4d•Remote

About The Position

ServiceMac is a mortgage sub-servicing company backed by leading practitioners in the mortgage servicing industry. It provides technology, products, and services for the mortgage and real estate industries, emphasizing personalized service and support. The Customer Service Manager leads a team of customer service representatives and their first-line supervisors in a service-related call center or non-call-center environment. The manager sets daily operating priorities and is responsible for delivering outstanding customer service, meeting production and quality standards, managing staffing and resources, and reporting department performance. The role oversees customer service inquiries received by telephone, letter, fax, or email and contributes to operational planning and decisions. It has direct supervision responsibilities for exempt and non-exempt employees and works with senior management to align operational plans with broader strategies.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
5–7 years of customer service experience.
3–5 years of 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 the area of functional expertise.
Ability to establish and maintain effective working relationships with management across functional groups and business units.
Ability to influence others and gain acceptance in sensitive situations while maintaining relationships.
Strong communication, listening, negotiation, and presentation skills.
High business acumen, strategic agility, ability to develop others, and ability to influence change.
Familiarity with competitor, financial, and industry dynamics.

Responsibilities

Manage first-line supervisors responsible for customer service representatives handling inquiries and problems by telephone, letter, fax, or email.
Monitor team performance across customer service duties and requests from the public, real estate agents and brokers, and other agencies.
Develop and monitor operating systems, including policies and procedures, organizational structure, and information flow.
Ensure production volume meets service standards and exceeds quality standards.
May develop a business plan for team operations, including budget development.
Ensure appropriate staffing levels.
Provide management with reports on department performance and metrics.
Approve human-resources activities, including hiring, training and development, and staff performance evaluations.
Participate in long-range departmental planning and provide input on operational decisions and project plans or schedules.
Manage work activities and operations of a large functional area or department, directly supervising exempt and non-exempt employees.
Establish goals and assign resources to meet schedules and objectives, and work with senior management to integrate operational plans with broader strategies.
Recruit, retain, and develop employees; hold employees accountable for results.
Lead change, manage conflict, and foster collaboration.
Promote customer loyalty, manage customer expectations, solicit customer feedback, and ensure commitments are met.
Collaborate with leaders to identify and implement solutions that improve business effectiveness.
Communicate the function’s vision and department direction, set aligned goals, and provide systems to measure results.