Customer Service Representative Team Lead

Amerihome Mortgage Company • Irving, TX

285d

About The Position

Team Lead assists the AVP Customer Service Manager with a Team of Customer Service Representatives (CSRs). Responsible for dialing and transferring calls and loading leads into Velocify (CRM). Assists with various functions including but not limited to reports management, daily management of the Team, i.e., answering team member questions, participating in interviewing and hiring process of new CSRs. Assists with training of new hires and assists during the Performance Evaluation process by providing minimal input. Provides Team support by encouraging, motivating and assisting Team members in accomplishing daily dial and transfer goals. Maintains Team motivation by overseeing daily contests which benefits dials and transfer counts. Also provides coverage, leadership and direction to the CSR Team when CSR Manager is in meetings and/or absent and performs any additional tasks/functions as requested.

Requirements

• High School Diploma or GED equivalent required
• Associate or bachelor's degree preferred
• 2-3 years of Customer Service Call Center Team Lead experience in a mortgage or financial institution setting required
• Proficiency with Microsoft Office
• Experience working with Velocify and Gensys Cloud preferred
• Strong communication skills

Responsibilities

• Assist the AVP Customer Service Manager with a Team of Customer Service Representatives (CSRs)
• Dial and transfer calls and load leads into Velocify (CRM)
• Manage reports and daily operations of the Team
• Answer team member questions and participate in the interviewing and hiring process of new CSRs
• Train new hires and provide input during the Performance Evaluation process
• Encourage, motivate, and assist Team members in achieving daily goals
• Oversee daily contests to maintain Team motivation
• Provide coverage and leadership to the CSR Team in the absence of the CSR Manager
• Perform additional tasks/functions as requested

Benefits

• Competitive salaries
• Ownership stake in the company
• Medical and dental insurance
• Time off
• Great 401k matching program
• Tuition assistance program
• Employee volunteer program
• Wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED