Customer Service Specialist handling inbound and outbound mortgage loan inquiries in a hybrid role. Delivering exceptional customer service and resolving borrower issues efficiently.
About the role
- Director overseeing customer care operations and strategic initiatives at HD Supply. Leading pilot programs and implementing training across customer contact centers to enhance growth and quality assurance.
Responsibilities
- Responsible for leading pilots, initiatives and collateral teams in the development and implementation of strategic plans that will drive business growth and are consistent with overall business unit and company objectives
- Oversee training and quality metrics of a multi-site customer care organization
- Identify and create training materials to support business objectives
- Manage the customer escalation problem resolution team and processes
- Leads all activities to test and pilot concepts and initiatives that are proposed as part of the annual strategic planning processes.
- Works with the business leaders to develop and implement pilot programs and other projects that are consistent with financial goals.
- Develops the strategy and creates the training curriculum across multiple customer contact centers.
- Monitors customer experiences and implements training and programs to improve customer experiences.
- Develops and manages world-class quality assurance aspects of the customer care organization.
- Leads ongoing cross-functional customer issue escalation team.
- Develops and directs contact center analytics including leveraging sophisticated customer analytics technology including determining the immediate problem resolution and the ongoing process improvements for the customer.
- Directs the development of customer and business analytics used in pilot programs including business level P&L modeling.
- Leads cross-functional teams in the implementation of strategic business initiatives to improve growth, profitability and cash which may include new regional and industry-specific sales programs, national new product and new program launches, Business Analytics and various other strategic initiatives.
- Utilizes high-level strategic thinking to solve multi-faceted customer-facing and process quality problems through understanding of fundamental issues throughout the organization at all levels.
- Identifies and implements best practices based on industry knowledge.
- Manages the performance of direct reports and recognizes, trains, coaches, counsels, and takes corrective action when warranted.
- Determines the growth path and development of the respective teams.
Requirements
- Typically requires BS/BA in a related discipline
- Generally 9+ years of experience in a related field, including several years in a management/supervisory capacity
Benefits
- Medical (with Prescription drug coverage)
- dental, and vision plans
- Health care and Dependent Care FSA (as applicable)
- 401(K) with company match
- Paid Holiday, Vacation, Personal Time, and Wellness Day
- Paid Sick Time
- Life and Accidental Death & Dismemberment Insurance
- Short and Long-term Disability Insurance
- Critical Illness Insurance
- Accident Insurance
- Whole Life insurance
- Commuter Benefits
- Tuition Reimbursement
- Employee Assistance Program
- Adoption and Surrogacy Assistance
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