Customer Service Supervisor 9am -6pm EST

Carrington; Westfield (IN); Hybrid; USD 64,000 - 74,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount portal

Training programs

Referral bonuses

Educational reimbursement

Carrington Foundation involvement

Job summary

Carrington Mortgage Services in the United States is seeking a Customer Service Supervisor to oversee a unit within the Customer Service Department. You will monitor workload and performance to ensure goals are met, and manage policies and procedures.

The role offers a salary range of $64,480 to $74,480 annually plus a monthly incentive bonus. Requires a high school diploma or equivalent, 3+ years in a high‑volume customer service/call center, and Mortgage Loan Servicing experience preferred;

Qualifications

• High school diploma or equivalent work experience.
• 3+ years' customer service/call center experience in a high-volume environment.
• 2+ years Mortgage Loan Servicing experience preferred.
• Intermediate MS Office skills.

Responsibilities

• Supervise operation of a unit within Customer Service.
• Train employees and manage workload, performance, and discipline.
• Ensure corporate standards are communicated and applied across the unit.
• Review daily productivity and use monitoring systems to improve performance.
• Assist with escalated borrower inquiries and answer complex questions.
• Partner with internal departments to maximize efficiencies.
• Train and motivate staff to meet performance goals.
• Maintain a motivating, positive working environment.
• Monitor real-time KPI metrics and identify improvements.
• Conduct team meetings on policies and training opportunities.
• Perform other duties as assigned.

Skills

Supervisory experience

Customer service

Call center

Performance monitoring

Interpersonal skills

Education

High school diploma

Tools

MS Office

Job description

Come join our amazing team and work a hybrid schedule!

The Customer Service Supervisor will oversee a unit within the Customer Service Department and monitor associate workload and performance to ensure consistent goal achievement. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $64,480.00/yr to $74,480.00/yr plus monthly incentive bonus.

What you’ll do:

• Supervise the entire operation of a unit within the Customer Service Department.

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.

• Responsible for ensuring that corporate standards are communicated and consistently applied throughout the unit.

• Review the unit’s daily productivity report and utilize monitoring systems to effectively evaluate and impact performance.

• Assist in answering escalated borrower inquiries and answer complex/general questions from team.

• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.

• Train, educate, assist and motive employees to meet and exceed set performance goals.

• Create and maintain a motivating and positive working environment.

• Monitor real time key performance metrics (KPI’s) to ensure proper coverage and identify continuous improvement opportunities.

• Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.

• Perform other duties as assigned.

What you’ll need:

• High school diploma or equivalent work experience.

• Three (3) plus years’ customer service/call center experience in a high-volume telephone contact environment.

• Two (2) years or more Mortgage Loan Servicing industry experience preferred.

• Intermediate MS Office skills.

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.