Customer Service Representative Team Lead

Western Alliance Bancorporation; Town of Texas, Dallas (WI, 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 guide and inspire a team of Customer Service Representatives. In this dynamic role, you will assist in daily operations, manage team performance, and ensure customer satisfaction. With a focus on leadership and motivation, you will play a crucial part in achieving team goals and enhancing the customer experience. This position offers competitive salaries and a range of benefits, including medical and dental insurance, tuition assistance, and a 401k matching program, making it a fantastic opportunity for career growth in a supportive environment.

Benefits

Medical and Dental Insurance

Paid Time Off

401k Matching Program

Tuition Assistance

Employee Volunteer Program

Wellness Program

Qualifications

• 2-3 years of Customer Service Call Center Team Lead experience required.
• Proficiency with Microsoft Office and experience with Velocify preferred.

Responsibilities

• Assist with team management and training of new hires.
• Motivate team members to achieve daily goals and maintain performance.

Skills

Customer Service

Team Leadership

Communication Skills

Microsoft Office

Education

High School Diploma or GED

Associate Degree

Bachelor's Degree

Tools

Velocify

Gensys Cloud

Job description

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 processes for new CSRs.
4. Help train new hires and contribute during performance evaluations by providing minimal input.
5. Support the team by encouraging, motivating, and assisting team members in achieving daily dial and transfer goals.
6. Maintain team motivation by overseeing daily contests that improve dial and transfer counts.
7. Provide coverage, leadership, and direction to the CSR team during meetings or absences of the CSR Manager, and perform additional tasks as requested.

What you'll need:

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

Benefits you'll love:

We offer competitive salaries, ownership stake in the company, medical and dental insurance, paid time off, a 401k matching program, tuition assistance, an employee volunteer program, and a wellness program. You'll also gain valuable hands-on experience learning how successful companies operate and manage finances to grow your career.

About the company:

AmeriHome Mortgage is a Western Alliance Bank company, which is a wholly owned subsidiary of Western Alliance Bancorporation. Divisions include Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank; Member FDIC.

Western Alliance Bancorporation is committed to equal employment opportunity and considers all qualified applicants without regard to race, sex, color, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity, or genetic information. They are also committed to providing reasonable accommodations for individuals with disabilities. For accommodations, contact [e-mail] or call 602-386-2488, providing your contact info and nature of the accessibility issue.