Customer Service Supervisor

This role is focused on leading and developing the RoundPoint Customer Service team, with a strong emphasis on effective communication and coaching. The ideal candidate will inspire and empower their team to reach their full potential, while fostering a positive team dynamic. They will also be responsible for various initiatives such as hiring, training, and customer service strategy, with the goal of delivering exceptional customer experiences. This position reports to the Vice President of Customer Service and plays a crucial role in shaping the future of RoundPoint's customer experience.

• Inspire and influence a profoundly exceptional employee and customer experience
• Constantly elevate the performance of all Customer Service team members and leaders
• Identify and grow talent at all levels of the customer service contact center
• Manage all aspects and responsibilities of your customer service team in a call center environment
• Conduct interviews of new hire applicants to identify high potential, qualified candidates
• Deliver customer service job specific training during new hire onboarding
• Resolve complaints, recover poor customer experiences, and implement preventative improvements
• Partner with other departments in the resolution of customer requests and issues
• Drive the delivery of Story Worthy Customer Experiences with every internal and external customer
• Operate as a trusted, dependable, effective teammate within the customer service leadership team
• Be responsible for meeting RoundPoint’s commitment to compliance throughout the year
• Responsibilities could expand to include oversight of agents in a specialized capacity, such as lead generation or insurance claim and FEMA loss mitigation management
• Other duties as assigned

• Bachelor's degree
• Call center or Customer Service leadership experience
• Exceptional communication and interpersonal skills
• Strong knowledge of Microsoft Office Suite
• Inspiring, engaging communicator with strong writing skills
• Experience developing the skillset of team members
• Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and leadership
• Need to have flexibility in scheduling
• Desired: Mortgage Experience

• Inspire and influence a profoundly exceptional employee and customer experience
• Constantly elevate the performance of all Customer Service team members and leaders
• Identify and grow talent at all levels of the customer service contact center
• Manage all aspects and responsibilities of your customer service team in a call center environment
• Conduct interviews of new hire applicants to identify high potential, qualified candidates
• Deliver customer service job specific training during new hire onboarding
• Resolve complaints, recover poor customer experiences, and implement preventative improvements
• Partner with other departments in the resolution of customer requests and issues
• Drive the delivery of Story Worthy Customer Experiences with every internal and external customer
• Operate as a trusted, dependable, effective teammate within the customer service leadership team
• Be responsible for meeting RoundPoint’s commitment to compliance throughout the year
• Responsibilities could expand to include oversight of agents in a specialized capacity, such as lead generation or insurance claim and FEMA loss mitigation management
• A team where quality is required, hard work is rewarded, and wins happen
• Personal and professional growth opportunities
• Positive work culture
• Empowerment to innovate and provide meaningful solutions
• Set and achieve goals
• Play hard and give back to the community
• All In. All Win. Together, we can achieve great things