Customer Care Team Manager – Dallas, TX

Position Summary The Manager of the Customer Care Team leads and develops a high performing team of customer service representatives This role requires a strong focus on customer satisfaction team motivation effective communication and operational efficiency The Manager provides coaching direction and training to ensure the team consistently delivers exceptional customer service experiences Must have reliable transportation and live within a commutable distance to one of the following cities Dallas TX Responsibilities Monitor customer service calls to observe employees demeanor accuracy and conformity to company policiesProvide guidance to team members on how to effectively resolve escalated customer issues and complaints or will personally resolve customer issues and complaints when necessaryConfer with Loan Servicing manager to recommend changes prevent recurring customer complaintsDevelop effective working relationships with internal and external customersActively participate in the interviewing process for new hires including screening resumes and conducting interviewsEnsure new hires are properly trained and evaluate performance feedback from the trainersAnalyze productivity and quality reports to identify areas for improvement in productivityIdentify training needs and develop action plans for improvementResponsible for proactively identifying and effectively resolving any problems that may arise with the agents or customersEnsure appropriate levels of customer service are metIdentify and monitor team members work and break schedulesPerform various managerial administrative functions such as reviewing and approving employee timecards writing quarterlyannual employee performance reviews and employee disciplinary actions when necessaryMaintain unity among team members and resolve grievances or escalations as neededReview subordinates performance reports and provide feedback regularlyEnsure team members are always adhering to company safeguards and standards of conductQualifications and Competencies Required To perform this job successfully an individual must be able to perform each essential duty satisfactorily The requirements listed below are representative of the knowledge skill andor ability required Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Required Experience 2 years minimum of managerial or leadership experience3 years minimum of centercustomer service related experienceProven experience in handling customer inquiries complaints and escalations effectivelyEducation High school diplomaGEDSkills Required Proficient skills with using MS Office Suite applications such as Excel Word Outlook and PowerPointEffective verbal and written communication and interpersonal skillsHigh level of attention to detail organizational skills and ability to multitask effectivelyMust be able to maintain a high level of integrity confidentiality and professionalismAbility to understand adhere and interpret company policies procedures and compliance guidelinesAbility to read and interpret documents and apply common sense understanding to carry out instructionsAbility to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimalsOvertime required required on an as needed basisTravel 0 10 as required on an as needed basisQualifications PreferredExperience working in a high volume call center environment is highly desirableKnowledge of customer relationship management CRM systems Salesforce and other relevant software is a plusPhysical Demands 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 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this Job the employee is regularly required to sit; use hands to finger handle or feel; reach with hands and arms and talk or hear The employee is occasionally required to stand; walk and stoop kneel crouch or crawl The employee must occasionally lift andor move up to 10 pounds Specific vision abilities required by this job include close vision Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions The noise level in the work environment is usually moderate Work Schedule This position requires the ability to work various shifts to accommodate business needs Typically between the hours of 8AM 6PM Monday through Friday and on weekends as needed Travel is required 10 of the time An Applicant Must Be authorized to work in the United States to be eligible for this position Stellantis Financial Services Inc will not sponsor applicants for work visas of any type for this position Stellantis Financial Services Inc SFS is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment discrimination and intimidation It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race color religion sex age national origin disability pregnancy sexual orientation veteran status gender identity or expression change of sex andor transgender status or any protected status Candidates must possess authorization to work in the United States This policy applies to recruitment and placement promotion training transfer retention rate of pay and all other terms and conditions of employment Employment and promotion decisions will be based solely on merit ability achievement experience conduct and other legitimate business reasons