Customer Service Supervisor
CarringtonCrisp
full-time
Posted on:
Location Type: Hybrid
Location: Orange • California • United States
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Salary
💰 $64,480 - $74,480 per year
About the role
- Supervise the entire operation of a unit within the Customer Service Department.
- Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
- Responsible for ensuring that corporate standards are communicated and consistently applied throughout the unit.
- Review the unit’s daily productivity report, and utilize monitoring systems to effectively evaluate and impact performance.
- Assist in answering escalated borrower inquiries and answer complex/general questions from team.
- Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.
- Train, educate, assist and motive employees to meet and exceed set performance goals.
- Create and maintain a motivating and positive working environment.
- Monitor real time key performance metrics (KPI’s) to ensure proper coverage and identify continuous improvement opportunities.
- Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent work experience.
- Three (3) plus years’ customer service/call center experience in a high volume telephone contact environment.
- Two (2) years or more Mortgage Loan Servicing industry experience preferred.
- Intermediate MS Office skills
- Ability to understand complex problems and to collaborate and explore alternative solutions
- Ability to make decisions that have moderate impact on the immediate work unit
- Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
- Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
- Ability to communicate with individuals utilizing a telephone; requires ability to hear and speak effectively on the telephone.
- Ability to compose letters, outlines, memoranda, and basic reports and/or to orally communicate technical information.
- Ability to organize and prioritize work schedules of others on short-term basis.
- Ability to coach associate in performance and production.
- Ability to articulate the core needs of staff and communicate needs to the business unit.
Benefits
- Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicecall center experiencemortgage loan servicingMS Officeperformance metricsproblem solvingdata accuracyreport writing
Soft Skills
supervisory skillstrainingcommunicationcollaborationdecision makingcoachingorganizational skillsmotivational skills
Certifications
high school diploma