Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Manager, Customer Experience leading a team of front-facing representatives at Cotality. Enhancing client interactions and driving service excellence in the property industry.
Responsibilities
- Collaborate with both internal and external teams to facilitate a seamless client experience.
- Foster a high-energy, client-centric operation based on accountability and engagement.
- Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality.
- One-on-one coaching, counseling, and training of customer care associates.
- Drive accountability for direct reports in key performance areas such as Production and Quality Control.
- Monitor the quality of calls and provide verbal and written feedback to customer care associates.
- Address training needs and performance management with employees as necessary.
- Respond to internal and external stakeholders to ensure quality issues are resolved.
- Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness.
- Interviewing and selection of new employees.
- Train and lead staff in all departmental operations, processes, procedures, and requirements.
Requirements
- Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry.
- 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience.
- Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture.
- Exceptional leadership skills, including team-building and emotional intelligence.
- Demonstrated ability to motivate teams and to manage change effectively.
- Strong interpersonal, negotiation, and conflict resolution skills.
- Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences.
- Excellent planning and organizational abilities.
- Experience managing and/or interacting with geographically distributed teams.
- Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence.
- Familiarity with MSP/BlackKnight and Sagent is a plus.
- Prior Lean Six Sigma training and/or experience is a plus.
Benefits
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!
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