Customer Escalations Lead - Resolve & Delight

Newrez; Coppell (TX); Vor Ort; USD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Paid leave

Zusammenfassung

Newrez is seeking a De-Escalations Manager to lead homeowner issue resolution and drive customer satisfaction. You will quickly assess problems, identify root causes, and develop effective solutions while coordinating with other departments and senior management.

Your role centers on turning escalated interactions into positive experiences through outstanding service. The position emphasizes analyzing feedback, spotting trends, and implementing process improvements to minimize future escalations

Qualifikationen

• 5 years of industry experience in customer service or related field.
• 6+ years of inbound/outbound customer experience.

Aufgaben

• Handle second level calls from homeowners requesting to speak to management.
• Research customer complaints to determine root cause and provide timely responses.
• Serve as the point of contact through issue resolution.
• Provide feedback to leaders on customer issues, trends, and escalations.
• Develop action plans to mitigate repeat callers and minimize escalations.
• Perform related duties as assigned.

Kenntnisse

Strong communication

Empathy

Negotiation

Stakeholder management

Microsoft Office

Analytical thinking

Tools

Microsoft Office

Jobbeschreibung

Newrez is seeking a De-Escalations Manager to lead homeowner issue resolution and drive customer satisfaction. You will quickly assess problems, identify root causes, and develop effective solutions while coordinating with other departments and senior management.

Your role centers on turning escalated interactions into positive experiences through outstanding service. The position emphasizes analyzing feedback, spotting trends, and implementing process improvements to minimize future escalations