Customer Experience Escalations Leader

Coast One Mortgage; Greenville (SC); Sur place; USD 65 000 - 95 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision insurance

401(k) Retirement plan with employer 2

Paid Maternity Leave/Parental Bonding/

Résumé du poste

Newrez is seeking a De-Escalations Manager to oversee homeowner escalations and ensure customer satisfaction. You will assess issues, identify root causes, and craft solutions while coordinating with other departments and senior management to turn escalations into positive experiences.

Responsibilities include handling second level calls, researching complaints, and providing actionable feedback to leadership. You will work to minimize future escalations and improve service processes.

Qualifications

• 5 years of industry experience.
• 6+ years of inbound/outbound customer experience.
• Strong communication and problem-solving skills.
• Ability to handle escalations and interact with management.
• Familiarity with customer feedback analysis.

Responsabilités

• Handles second level calls from homeowners requesting to speak to management.
• Research customer complaints to determine root cause and provide timely responses.
• Serves as point of contact through issue/complaint resolution.
• Provides feedback to leaders on issues, trends, and coaching opportunities.
• Handles first level contact for repeat callers and develops action plans.
• Performs related duties as assigned.

Connaissances

Customer service

Escalation handling

Root cause analysis

Communication skills

Stakeholder management

Description du poste

Newrez is seeking a De-Escalations Manager to oversee homeowner escalations and ensure customer satisfaction. You will assess issues, identify root causes, and craft solutions while coordinating with other departments and senior management to turn escalations into positive experiences.

Responsibilities include handling second level calls, researching complaints, and providing actionable feedback to leadership. You will work to minimize future escalations and improve service processes.