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
- Manager of Customer Service overseeing key performance outcomes and customer satisfaction at US Foods for the Northeast Region. Leading a team of customer contact associates.
Responsibilities
- Supervise, plan, and direct the daily activities of assigned customer contact associates.
- Monitor and assess individual performance against key performance indicators, ensuring timely, accurate responses to Sales Managers, Territory Managers, Account Executives/Managers and customers.
- Responsible for managing all aspects of the customer contact function, including executing initiatives that ensure consistent customer service and satisfaction.
- Resolve escalated issues with orders, delivery dates, service, and/or any other concerns that may arise.
- Recruit and develop new customer contact representatives.
- Provide regular feedback to associates develop top talent while embracing our core values.
- Ensure expectations both quantitative and qualitative are set and reviewed on an on-going basis.
- Train and coach team members ensuring they are set up for success in all aspects of their role including their development for future roles.
Requirements
- Bachelors degree, or a combination of education and experience equivalent to a Bachelors degree.
- Five (5) years of customer service experience required
- Two (2) years of management and leadership experience required
- In-depth knowledge of customer service leadership in principles and practices with food service distribution and contact center experience preferred
- Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers and vendors
- Professional leadership skills, someone who can lead and inspire teams exhibiting the skills to understand team dynamics; able to lead under pressure.
- Ability to train/develop direct reports
- Exceptional technical and analytical skills
- Advanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required.
Benefits
- Full US Foods Benefits - DAY 1!
- medical
- dental
- vision
- 401K
- life insurance
- and much more!
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