PropertyRate is a rapidly growing, venture capital-backed valuation services provider for the real estate and mortgage services industry located in Orange, CA. We are currently seeking a Customer Service Manager to join our team. We are passionate about making the often complex process of home ownership, financing and appraisals easier for borrowers, lenders and the service professionals who help homeowners close their mortgage loans. We offer associates a supportive, casual, and energetic environment with significant opportunities for personal and professional growth and advancement. We provide associates with a meaningful opportunity to impact the culture and gain exposure to and mentorship from senior team members. This role is ideal for a high-energy person who is passionate about learning, growing, and exceeding client expectations.
Compensation and Benefits: The Customer Service Manager will have an opportunity for base salary, quarterly performance bonus, benefits, and company perks, including frequently catered meals and a great culture.
$75,000 - $90,000 annual salary and bonus depending on experience;
Medical and dental insurance;
10 paid holidays, 40 hours of Sick Time and 80 hours PTO
The Customer Service Manager ("CSM") will be responsible for managing the Customer Service department and ensuring their overall success. The CSM is expected to have strong leadership skills, a deep understanding of customer service principles, and the ability to motivate and guide a team. They must ensure their team meets department expectations, adheres to company policy and procedure, and meets quality expectations.
Working hours will be 9am to 6pm onsite at our Orange, CA office.
Key responsibilities include:
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
Skills and 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.
PropertyRate is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all associates and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.