Customer Service Representative Team Lead

AmeriHome Mortgage Company, LLC; Dallas (TX); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative Team Lead to enhance team performance and drive customer satisfaction. This role involves managing a team of Customer Service Representatives, overseeing call operations, and ensuring effective training and motivation. The company offers a competitive salary along with benefits such as medical and dental insurance, a 401k matching program, and opportunities for professional growth. Join a supportive environment that values diversity and fosters career advancement in the financial sector.

Benefits

Medical and Dental Insurance

401k Matching Program

Tuition Assistance

Wellness Programs

Volunteer Opportunities

Qualifications

• 2-3 years of experience in Customer Service Call Center Team Lead role.
• Proficiency in Microsoft Office and CRM tools.

Responsibilities

• Assist the AVP Customer Service Manager with team management.
• Train new hires and manage performance evaluations.

Skills

Customer Service

Team Leadership

Communication Skills

Microsoft Office

Education

High School Diploma or GED

Associate or Bachelor’s Degree

Tools

Velocify

Gensys Cloud

Job description

Join to apply for the Customer Service Representative Team Lead role at AmeriHome Mortgage Company, LLC

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Join to apply for the Customer Service Representative Team Lead role at AmeriHome Mortgage Company, LLC

Job Title

Customer Service Representative Team Lead

Location

TX - Dallas/Irving

What You'll Do

1. Assist the AVP Customer Service Manager with a team of Customer Service Representatives (CSRs).
2. Responsible for dialing, transferring calls, and loading leads into Velocify (CRM).
3. Assist with reports management, daily team management, answering team member questions, and participating in interviewing and hiring new CSRs.
4. Help train new hires and contribute during performance evaluations.
5. Support the team by motivating and assisting members in achieving dial and transfer goals.
6. Maintain team motivation through contests that promote dials and transfers.
7. Provide coverage, leadership, and direction when the CSR Manager is unavailable and perform additional tasks as needed.

What You'll Need

1. High School Diploma or GED required.
2. Associate or bachelor’s degree preferred.
3. 2-3 years of Customer Service Call Center Team Lead experience in a mortgage or financial setting required.
4. Proficiency with Microsoft Office.
5. Experience with Velocify and Gensys Cloud preferred.
6. Strong communication skills.

Benefits You’ll Love

We offer competitive salaries, ownership stake, medical and dental insurance, time off, a 401k matching program, tuition assistance, volunteer opportunities, and wellness programs. You will also gain valuable experience in business operations and finance management to help grow your career.

About The Company

AmeriHome Mortgage is part of Western Alliance Bank, which is a subsidiary of Western Alliance Bancorporation. The company values diversity and equal employment opportunities. Reasonable accommodations are available for applicants with disabilities.