Customer Care Team Lead
HybridDallas, Texas, United States
Job Summary
Accept inbound customer assistance calls, resolve escalated issues, and handle data entry errors while maintaining average talk time and error ratios at company objectives. Provide on-the-spot coaching to new hires, monitor team performance, and collaborate with outside departments to resolve complex customer problems. Assist Customer Service Representatives with difficult accounts and recommend high-priority cases to management. This role requires working various shifts between 8AM-6PM Monday through Friday, with weekend availability as needed and occasional overtime. Overtime is required on an as-needed basis, and the position involves 10% travel. Candidates must reside within a commutable distance to Dallas, TX, and possess US work authorization.
Required Qualifications
- 3-5 years of customer service experience, loan servicing, or quality monitoring environment
- High school diploma or GED
- Excellent verbal and written communication, and interpersonal skills
- Must be able to apply common sense understanding to respond to written correspondence, instructions, memos, tasks, and policies and procedure manuals
- Exhibit strong critical thinking and effective problem-solving skills to make recommendations beyond the scope of written policies or standard guidelines
- Ability to write routine reports and correspondence
- Proficient with using MS Office Suite applications such as Excel, Word and PowerPoint
- Successful at responding promptly to customer needs and soliciting customer feedback to improve service
- Contributes to building a positive team spirit in a growing team and organizations
- Projects a teamwork spirit while balancing individual responsibilities
- Demonstrate quality, accuracy and thoroughness abilities
- Display flexibility in adapting to rapidly changing conditions
- Must be reliable and follow through on commitments and meet deadlines
- Ability to work independently and effectively while prioritizing tasks efficiently
- Overtime required
- Travel 0-10% - as required on an as needed basis
- Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX ( Hybrid)
- An applicant must be authorized to work in the United States
Desired Qualifications
- Knowledge of federal regulatory guidelines (ECOA, Fair Lending, CRA, FCRA, etc.)
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