Customer Care Team Lead: Quality, Coaching & Ops

Cotality; Dallas (TX); On-site; USD 41,000 - 51,000; Full time

Benefits offered by this job

Time off

Parental leave

Health options

401(k) match

Tuition assistance

Recognition rewards

Job summary

Cotality is seeking a dedicated Customer Care Specialist to join our Dallas-area team. You will provide specialized support for complex customer tax inquiries and handle escalated calls with diligence.

You will mentor newer associates, monitor daily queues, and navigate MSP, Blackknight, Sagent, Salesforce and Cisco Finesse to maintain service levels. You will follow SOPs and contribute to continuous improvement initiatives.

Qualifications

• Education: High school diploma or equivalent vocational training/experience is required; a university degree is not required for this operational track.
• Experience: Requires at least 3 years of previous work experience in a professional contact center or related customer care field.
• Systems experience: MSP, Blackknight, Sagent, Salesforce and Cisco Finesse are highly preferred.
• Workforce management: Calabrio exposure is a strong asset.

Responsibilities

• Provide Quality Support: Execute specialized tasks to resolve a wide range of complex customer tax inquiries and escalated calls.
• Mentor and Coach: informal team leadership, mentoring newer associates, and answering baseline process questions via chat or phone.
• Monitor Workflow: monitor daily queues and schedules using contact center management tools to ensure compliance with SLAs.
• Utilize Complex Systems: Navigate records across MSP, Blackknight, Sagent and telephony tools like Cisco Finesse.
• Adhere to Processes: Work under general instruction on routine assignments, following SOPs and elevating deviations when needed.
• Drive Continuous Improvement: Identify bottlenecks or pain points and provide feedback to optimize team workflows.

Skills

Customer care

Team mentorship

Process adherence

Education

High school diploma or equivalent

Tools

MSP

Blackknight

Sagent

Salesforce

Cisco Finesse

Calabrio

Job description

Cotality is seeking a dedicated Customer Care Specialist to join our Dallas-area team. You will provide specialized support for complex customer tax inquiries and handle escalated calls with diligence.

You will mentor newer associates, monitor daily queues, and navigate MSP, Blackknight, Sagent, Salesforce and Cisco Finesse to maintain service levels. You will follow SOPs and contribute to continuous improvement initiatives.