Job Summary
The Customer Service Supervisor is responsible for ensuring the overall efficiency and effective operation of the Customer Service Department. This position oversees the day-to-day supervision of team members receiving inbound and outbound calls to provide support to our customer's according to Planet Home Lending and investors guidelines.
Essential Duties and Responsibilities
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Promptly responds to all escalated telephone inquiries.
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Ensures team standards, individual metrics and call quality expectations are met for customer service representatives in accordance with investor guidelines and PHLs Quality Assurance Program. Assists with monthly and quarterly quality review meetings with Customer Service Representatives to ensure compliance with these standards.
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Hires, trains, supervises, and develops the Customer Service staff to perform at the highest levels of accuracy and efficiency. Motivates and encourages staff through positive communication and feedback to ensure the highest degree of customer service. Coaches and develops staff to ensure the department maximizes quality service and customer retention. Fosters, promotes and contributes to a positive team environment. Completes performance evaluations on direct reports according to Company policy.
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Monitors timely completion of written inquiries/complaints logged in complaint tracking system. Provides information and research in timely manner to appropriate areas to facilitate responses.
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Compiles and monitors daily/weekly/monthly operational statistics and reports for team and Call Center Director. Analyzes trends, variances and problem situations to make recommendations for operational improvement. Provides accurate reporting on results, including production statistics, actual result to goal and forecasting projections.
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Ensures welcome calls are completed timely for all new loans and acquisitions.
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Maintains policies and procedures including the customer service reference guide. Assists with development, documentation and implementation of new procedures in accordance with PHLs Procedure for Change Control.
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Miscellaneous duties as assigned.
Position Requirements
Education
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Bachelors degree or equivalent work experience required
Experience
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3-5 years supervisory experience in a high volume call center; strong knowledge of general Call Center Operations;
- Mortgage banking/loan servicing experience preferred.
Functional/Technical Skills
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Excellent verbal and written communication skills with strong interpersonal skills
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Strong leadership skills
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Must be flexible, organized and have the ability to manage multiple priorities and meet strict deadlines
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Effective problem solving abilities
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Ability to work effectively in a demanding, team-oriented, and fast-paced environment
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Working experience with call center technology such as IVR and ACD systems, etc.
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Experience working with Microsoft Windows applications
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Ability to work assigned/flexible hours necessary to complete the job on a weekly basis
Benefits
Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 10 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.
Environmental/Physical Demands
Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.