Customer Escalations & Resolution Leader

Newrez; Greenville (SC); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Health Savings Account (HSA)

401(k) Retirement plan with employer 


Paid Maternity Leave/Parental Bonding/

Adoption Assistance

Tuition & Certification reimbursement

Employee Mortgage Loan Program

Emergency and Disaster Fund

Job summary

Newrez is seeking a De-Escalations Manager in Greenville, SC to own homeowner escalations and drive customer satisfaction. You will quickly assess issues, identify root causes, and develop solutions while coordinating with other departments and senior leadership to turn escalations into positive experiences.

The role focuses on analyzing feedback, identifying trends, and implementing strategies to improve processes and minimize future escalations through strong communication and leadership.

Qualifications

• 5+ years of industry experience.
• 6+ years of inbound/outbound customer experience.

Responsibilities

• Handles second level calls from homeowners requesting to speak to management.
• Researches customer complaints to determine root cause and provides responses promptly.
• Serves as point of contact through issue/complaint resolution.
• Represents company’s best interest by following procedures while delivering top customer experience.
• Provides feedback to leaders on customer issues, trends, coaching opportunities and escalation statuses.
• Manages first level contact for repeat callers to identify sources and plan mitigation.

Skills

Customer Service

Escalation Management

Root Cause Analysis

Communication

Stakeholder Management

Process Improvement

Job description

Newrez is seeking a De-Escalations Manager in Greenville, SC to own homeowner escalations and drive customer satisfaction. You will quickly assess issues, identify root causes, and develop solutions while coordinating with other departments and senior leadership to turn escalations into positive experiences.

The role focuses on analyzing feedback, identifying trends, and implementing strategies to improve processes and minimize future escalations through strong communication and leadership.