Customer Service Supervisor
The Goal Family of Companies - San Diego, CA
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Job Description:The Customer Service Supervisor is responsible for inbound and outbound calling queues supporting the Launch Servicing business unit. The Customer Service Supervisor will manage call times, call quality and staff scheduling. The Customer Service Supervisor will assist in the recruiting, hiring, training and ongoing development of Customer Service Representatives. Furthermore, this position requires effective communication of Launch Servicing policy and procedural information via multiple communication channels to and from internal and external parties seeking loan status and updates. The Customer Service Supervisor will serve as the primary point of contact for internal and external escalations. In addition, other responsibilities include allocating daily work, monitoring calls and working closely with business partners and time and performance management. The hours of the role is 930a-7pm Monday-Friday. Responsibilities:Manage inbound and outbound and allocate the daily pipeline.Be the first point of contact/escalation for employees.Coordinate with cross functional teamsIdentifies and researches inconsistencies within the department.Proactively interacts with applicants and team members.Monitor trends, quality, and volume fluctuations.Answer escalations emails, calls and inquiries.Perform time management duties.Set measurable team member plete 1:1's with all direct reports monthly and ensure Trimester performance reviews are completed timely.Education & Other Minimum RequirementsMinimum of 2 years in a leadership roleMinimum of 5 years in a call center and/or consumer loan operations roleExperience working with VOIP calling systems and queues.Excellent verbal and written communication skills to articulate file status and outstanding conditions. Ability to review consumer loan documentation is preferred Bonus points if you have:An eagerness to learn and grow your leadership skills.A drive to succeed, a sense of urgency, and a passion for your work.An all-around team player attitude Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:401(k) + company match up to 4%Medical, dental, and vision coverageAnnual HSA contribution of $1,600Life insurance, disability, and critical illnessBirthday holiday2 floating Community DaysFree snacks and drinks in the officeTuition reimbursement programGenerous PTO, including Paid Parental Leave $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical DayCommunity funds, wellness funds, and moreLearn more about our benefits by viewing our
Created: 2024-09-07