Customer Care Team Manager - Dallas, TX
First Investors Financial Services, Inc., Dallas, TX, United States
The Manager of the Customer Care Team leads and develops a high-performing team of customer service representatives. This role requires a strong focus on customer satisfaction, team motivation, effective communication and operational efficiency. The Manager provides coaching, direction, and training to ensure the team consistently delivers exceptional customer service experiences.
Must have reliable transportation and live within a commutable distance to one of the following cities:
Dallas, TX
Responsibilities
Monitor customer service calls to observe employee's demeanor, accuracy and conformity to company policies
Provide guidance to team members on how to effectively resolve escalated customer issues and complaints or will personally resolve customer issues and complaints when necessary
Confer with Loan Servicing manager to recommend changes prevent recurring customer complaints
Develop effective working relationships with internal and external customers
Actively participate in the interviewing process for new hires, including screening resumes and conducting interviews
Ensure new hires are properly trained and evaluate performance feedback from the trainers
Analyze productivity and quality reports to identify areas for improvement in productivity
Identify training needs and develop action plans for improvement
Responsible for proactively identifying and effectively resolving any problems that may arise with the agents or customers
Ensure appropriate levels of customer service are met
Identify and monitor team members’ work and break schedules
Perform various managerial administrative functions such as reviewing and approving employee timecards, writing quarterly/annual employee performance reviews and employee disciplinary actions when necessary
Maintain unity among team members and resolve grievances or escalations as needed
Review subordinates’ performance reports and provide feedback regularly
Ensure team members are always adhering to company safeguards and standards of conduct
Qualifications and Competencies Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Experience
2 years minimum of managerial or leadership experience
3 years minimum of center/customer service-related experience
Proven experience in handling customer inquiries, complaints, and escalations effectively
Education
High school diploma/GED
Skills Required
Proficient skills with using MS Office Suite applications, such as Excel, Word, Outlook and PowerPoint
Effective verbal and written communication, and interpersonal skills
High level of attention to detail, organizational skills, and ability to multitask effectively
Must be able to maintain a high level of integrity, confidentiality and professionalism
Ability to understand, adhere and interpret company policies, procedures, and compliance guidelines
Ability to read and interpret documents and apply common sense understanding to carry out instructions
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Overtime required
– required on an as needed basis
Travel 0-10%
- as required on an as needed basis
Qualifications Preferred
Experience working in a high-volume call center environment is highly desirable
Knowledge of customer relationship management (CRM) systems (Salesforce) and other relevant software is a plus
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Work Schedule
This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.
An Applicant Must
Be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.
Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.
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Must have reliable transportation and live within a commutable distance to one of the following cities:
Dallas, TX
Responsibilities
Monitor customer service calls to observe employee's demeanor, accuracy and conformity to company policies
Provide guidance to team members on how to effectively resolve escalated customer issues and complaints or will personally resolve customer issues and complaints when necessary
Confer with Loan Servicing manager to recommend changes prevent recurring customer complaints
Develop effective working relationships with internal and external customers
Actively participate in the interviewing process for new hires, including screening resumes and conducting interviews
Ensure new hires are properly trained and evaluate performance feedback from the trainers
Analyze productivity and quality reports to identify areas for improvement in productivity
Identify training needs and develop action plans for improvement
Responsible for proactively identifying and effectively resolving any problems that may arise with the agents or customers
Ensure appropriate levels of customer service are met
Identify and monitor team members’ work and break schedules
Perform various managerial administrative functions such as reviewing and approving employee timecards, writing quarterly/annual employee performance reviews and employee disciplinary actions when necessary
Maintain unity among team members and resolve grievances or escalations as needed
Review subordinates’ performance reports and provide feedback regularly
Ensure team members are always adhering to company safeguards and standards of conduct
Qualifications and Competencies Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Experience
2 years minimum of managerial or leadership experience
3 years minimum of center/customer service-related experience
Proven experience in handling customer inquiries, complaints, and escalations effectively
Education
High school diploma/GED
Skills Required
Proficient skills with using MS Office Suite applications, such as Excel, Word, Outlook and PowerPoint
Effective verbal and written communication, and interpersonal skills
High level of attention to detail, organizational skills, and ability to multitask effectively
Must be able to maintain a high level of integrity, confidentiality and professionalism
Ability to understand, adhere and interpret company policies, procedures, and compliance guidelines
Ability to read and interpret documents and apply common sense understanding to carry out instructions
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Overtime required
– required on an as needed basis
Travel 0-10%
- as required on an as needed basis
Qualifications Preferred
Experience working in a high-volume call center environment is highly desirable
Knowledge of customer relationship management (CRM) systems (Salesforce) and other relevant software is a plus
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Work Schedule
This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.
An Applicant Must
Be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.
Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.
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