Team Lead, Customer Care

Cotality; Dallas (TX); On-site; USD 41,000 - 51,000; Full time

Benefits offered by this job

Time off

Parental leave

Health options

401(k) match

Tuition assistance

Recognition rewards

Job summary

Cotality is seeking a dedicated Customer Care Specialist to join our Dallas-area team. You will provide specialized support for complex customer tax inquiries and handle escalated calls with diligence.

You will mentor newer associates, monitor daily queues, and navigate MSP, Blackknight, Sagent, Salesforce and Cisco Finesse to maintain service levels. You will follow SOPs and contribute to continuous improvement initiatives.

Qualifications

• Education: High school diploma or equivalent vocational training/experience is required; a university degree is not required for this operational track.
• Experience: Requires at least 3 years of previous work experience in a professional contact center or related customer care field.
• Systems experience: MSP, Blackknight, Sagent, Salesforce and Cisco Finesse are highly preferred.
• Workforce management: Calabrio exposure is a strong asset.

Responsibilities

• Provide Quality Support: Execute specialized tasks to resolve a wide range of complex customer tax inquiries and escalated calls.
• Mentor and Coach: informal team leadership, mentoring newer associates, and answering baseline process questions via chat or phone.
• Monitor Workflow: monitor daily queues and schedules using contact center management tools to ensure compliance with SLAs.
• Utilize Complex Systems: Navigate records across MSP, Blackknight, Sagent and telephony tools like Cisco Finesse.
• Adhere to Processes: Work under general instruction on routine assignments, following SOPs and elevating deviations when needed.
• Drive Continuous Improvement: Identify bottlenecks or pain points and provide feedback to optimize team workflows.

Skills

Customer care

Team mentorship

Process adherence

Education

High school diploma or equivalent

Tools

MSP

Blackknight

Sagent

Salesforce

Cisco Finesse

Calabrio

Job description

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description

• Provide Quality Support: Execute specialized support tasks to resolve a wide range of complex customer tax inquiries and escalated calls efficiently.
• Mentor and Coach: informal team leadership, mentoring newer associates, and answering baseline process questions via chat or phone.
• Monitor Workflow: Assist in monitoring daily queues and schedules using contact center management tools to ensure compliance with service level agreements (SLAs).
• Utilize Complex Systems: Navigate and update records across primary contact center systems (e.g., MSP, Blackknight, Sagent) and telephony tools (e.g., Cisco Finesse).
• Adhere to Processes: Work under general instruction on routine assignments, applying standard operating procedures while recognizing when to elevate unique deviations.
• Drive Continuous Improvement: Identify operational bottlenecks or common customer pain points and provide feedback to management to help optimize team workflows.

Job Qualifications

• Education: High school diploma or equivalent vocational training/experience is required; a university degree is not required for this operational track.
• Experience: Requires at least 3 years of previous work experience in a professional contact center or related customer care field.
• Systems Experience: Experience utilizing contact center systems (such as MSP, Blackknight, Sagent, or Salesforce) and telephony tools (such as Cisco Finesse) is highly preferred.
• Workforce Management: Prior exposure to contact center management and scheduling tools (e.g., Calabrio or an equivalent KPI management platform) is a strong asset.

Annual Pay Range:41,000 - 50,960 USD

Application Window: This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, depending on role classification, include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law.

Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values.

We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.

We are better together when we support and recognize our differences.