Customer Service Manager

Responsibilities

Develop and/or maintain training materials

● Host performance improvement meetings

● Review associate, lead, and assistant manager’s performance regularly with written

communications to occur weekly

● Effectively and efficiently handle escalated calls 

● Provide a response to all emails within two hours of receipt.

● Monthly and quarterly performance reviews with staff

● Draft areas of improvement, discuss with individual associates, and provide feedback to

Manager at the end of each quarter

● Manage the department schedules to ensure adequate coverage is always available.

● Monitor phone system (calls waiting, associates unavailable, idle time) and make any

necessary changes

● Follow up on late files escalated to management and ensure the client is provided options if

applicable

● Document required work metric numbers Daily

● Monitoring incoming Department emails (ensure the emails are responded to as soon as

possible but not to exceed two hours.)

● Review quality of the teams work requirements.

● Make sure the team is taking lunch by/before the 5th hour (scheduled 4th hour)

● Monitor associate queues (ensuring they do not leave any in the queue after they have gone

home for the day/ ensuring they are working on other tasks if long idle time)

● Schedule and host weekly Training, meetings, and interviews 

● Prepare important documents (Write-ups, PIPs, etc.)

● Address any customer service needs issues promptly 

● Help with the Queue when needed 

● Monitor time cards weekly

● Proactively identify potential problems and provide solutions to the Manager.

• ● Assist Senior Management with any projects/tasks as needed

Qualifications

The Customer Service Manager (“CSM”) should be passionate about

connecting with people, building expertise in new subjects, and solving problems. The CSM will

be required to lead the department, handle escalations professionally, communicate mortgage and

appraisal-specific information to borrowers, display patience under pressure, and exhibit insight

and problem-solving skills for all client requests. As customer issues may vary widely and can be

complex or urgent, a successful CSM will have attention to detail, be able to work independently

in a fast-paced environment but collaboratively to ensure the cohesiveness of the department

between teams, make thoughtful decisions independently within set policies, and possess effective

time management, prioritization, and multi-tasking skills. Qualified applicants should possess:

● Minimum of High School diploma or equivalent;

● Minimum of four years of customer service experience, specifically having familiarity with

the mortgage, real estate, residential services, or other consumer banking industries

● Previously managed at minimum a team of 4

● Prior experience managing metrics and quality measurements

● Excellent phone etiquette and interpersonal/communication (written and verbal) skills;

● Efficient with basic computer skills including knowledge of Microsoft Office and/or

Google Suite.

● Experience with customer relationship management software programs preferred but not

required;

● Experience with problem solving independently

• ● Minimum 45 WPM typing speed.