Position Summary

This role focuses on the successful leadership of RoundPoint Customer Service team members, through effective communication, development and coaching. The ideal candidate will be able to inspire and empower their team to meet and exceed their potential, while building great camaraderie and team chemistry.

You will support ongoing initiatives like hiring, team member engagement, training and onboarding, customer service strategy, training, and content development, and delivering a story-worthy customer experience.

Through strategic thinking and hands on execution, this leader will play an important role in shaping the future of RoundPoint’s customer experience and accomplishing the vision set by the Call Center executive team.

This position will report to the Vice President of Customer Service.

Primary Responsibilities

• Inspire and influence a profoundly exceptional employee and customer experience
• Constantly elevate the performance of all Customer Service team members and leaders
• Identify and grow talent at all levels of the customer service contact center
• Manage all aspects and responsibilities of your customer service team in a call center environment
• Conduct interviews of new hire applicants to identify high potential, qualified candidates
• Deliver customer service job specific training during new hire onboarding
• Resolve complaints, recover poor customer experiences, and implement preventative improvements
• Partner with other departments in the resolution of customer requests and issues
• Drive the delivery of Story Worthy Customer Experiences with every internal and external customer
• Operate as a trusted, dependable, effective teammate within the customer service leadership team
• Be responsible for meeting RoundPoint’s commitment to compliance throughout the year
• Responsibilities could expand to include oversight of agents in a specialized capacity, such as lead generation or insurance claim and FEMA loss mitigation management
• Other duties as assigned

Qualifications

Required:

• Bachelor's degree
• Call center or Customer Service leadership experience
• Exceptional communication and interpersonal skills
• Strong knowledge of Microsoft Office Suite
• Inspiring, engaging communicator with strong writing skills
• Experience developing the skillset of team members
• Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and leadership
• Need to have flexibility in scheduling

Desired:

• Mortgage Experience

RoundPoint’s Employee Value Proposition:

A team where quality is required, hard work is rewarded, and wins happen.

Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!

As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. 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 talk or hear. 
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk. 
• The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. 
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. 
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.