Supervisor of Resolutions / Escalations
Choice Home Warranty•Sunrise, FL
•Onsite
About The Position
Choice Home Warranty is seeking a driven and experienced leader to oversee our Resolutions & Escalations team. This role is ideal for someone passionate about developing high-performing teams, improving customer experience, and driving operational excellence in a fast-paced environment. The ideal candidate brings strong leadership experience, a solutions-oriented mindset, and the ability to coach teams through complex customer interactions while improving performance, accountability, and overall service delivery.
Requirements
- 3+ years of leadership or supervisory experience managing high-performing teams.
- Strong background in escalations, customer service, dispute resolution, or call center operations.
- Proven ability to coach, motivate, and improve employee performance.
- Excellent communication, organizational, and problem-solving skills.
- Experience analyzing performance metrics and implementing operational improvements.
- Proficiency in Microsoft Office, including Excel.
Nice To Haves
- Bachelor’s degree preferred but not required.
Responsibilities
- Lead, coach, and develop a team focused on customer resolutions, escalations, and dispute management.
- Investigate and manage complex customer concerns while ensuring timely and professional claim resolution.
- Conduct regular coaching and feedback sessions using call reviews and performance data to improve quality, communication, and customer satisfaction.
- Identify escalation trends, operational gaps, and process improvement opportunities to reduce customer friction and improve outcomes.
- Partner with leadership to improve workflows, strengthen service standards, and support departmental performance goals.
- Monitor KPIs, analyze reporting trends, and utilize data to drive team performance and operational efficiency.
- Maintain a positive, accountable, and high-performance team culture while motivating employees to achieve individual and departmental goals.
- Support ongoing initiatives focused on customer retention, service excellence, and continuous improvement.
Benefits
- Medical benefits
- Paid training
- PTO & holiday pay
- Bonus incentives
- Supportive leadership team
- Employee recognition programs
- Fun and collaborative work environment
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
