Customer Service Representative Team Lead – Dallas, TX
At arenaflex, we're on a mission to revolutionize the mortgage industry by providing exceptional customer experiences and innovative solutions. As a Customer Service Representative Team Lead, you'll play a vital role in leading our team of Customer Service Representatives (CSRs) to deliver outstanding service to our clients. If you're a motivated and experienced leader with a passion for customer service, we want to hear from you!
About arenaflex
arenaflex is a leading national business-to-business mortgage acquirer and servicer, committed to delivering excellence in lending. With a flexible and scalable platform, advanced data and analytics capabilities, and a highly efficient cost structure, we're well-positioned to target profitability in all market environments. Our team of over 1,000 employees is dedicated to building trust with our clients and driving consistent, prudent, and profitable growth.
Job Summary
As a Customer Service Representative Team Lead, you'll assist the AVP Customer Service Manager in leading a team of CSRs, providing guidance, support, and direction to ensure exceptional customer experiences. You'll be responsible for:
- Assisting with various functions, including reports management, daily management of the team, and participating in interviewing and hiring processes
- Assisting with training of new hires and providing input during performance evaluations
- Maintaining team motivation by overseeing daily contests and providing coverage, leadership, and direction to the CSR team
- Performing additional tasks and functions as requested
Responsibilities
* Lead a team of CSRs to deliver exceptional customer experiences
- Assist with reports management, daily management of the team, and participating in interviewing and hiring processes
- Assist with training of new hires and provide input during performance evaluations
- Maintain team motivation by overseeing daily contests and providing coverage, leadership, and direction to the CSR team
- Perform additional tasks and functions as requested
- Dial and transfer calls, and load leads into Velocify (CRM)
- Provide support to the CSR team, including answering team member questions and participating in team meetings
- Collaborate with the AVP Customer Service Manager to develop and implement strategies to improve customer satisfaction and team performance
Requirements
* High School Diploma or GED equivalent required
- Associate or bachelor's degree preferred
- 2-3 years of Customer Service Call Center Team Lead experience in a mortgage or financial institution setting required
- Proficiency with Microsoft Office
- Experience working with Velocify and Gensys Cloud preferred
- Strong communication skills
Benefits
* Competitive salaries
- Ownership stake in the company
- Medical and dental insurance
- Time off
- Great 401k matching program
- Tuition assistance program
- Employee volunteer program
- Wellness program
- Opportunity to bolster your business knowledge and learning the ins and outs of how successful companies operate and manage their finances
Work Environment and Company Culture
* arenaflex is a fast-paced and friendly work environment
- Our team is dedicated to building trust with our clients and driving consistent, prudent, and profitable growth
- We're committed to providing a supportive and inclusive work environment that fosters growth and development
- Our company culture is built on a foundation of trust, respect, and open communication
How to Apply
If you're a motivated and experienced leader with a passion for customer service, we want to hear from you! Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to providing a workplace that's inclusive and respectful of all employees, and we're dedicated to creating a culture that values diversity and promotes equal opportunities for all.
Accommodations for Individuals with Disabilities
If you're an individual with a disability and require a reasonable accommodation to complete any part of the application process, please email [email protected] or call 602-386-2488. We'll only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.
About arenaflex
arenaflex is a leading national business-to-business mortgage acquirer and servicer, committed to delivering excellence in lending. With a flexible and scalable platform, advanced data and analytics capabilities, and a highly efficient cost structure, we're well-positioned to target profitability in all market environments. Our team of over 1,000 employees is dedicated to building trust with our clients and driving consistent, prudent, and profitable growth.
Contact Us
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply Job! Apply for this job