Customer Service Team Lead

Servicelink, A Black Knight Company Virginia Beach , VA 23452

Posted 2 months ago


  • Handle inbound and outbound calls from customers

  • Perform customer verifications

  • Effectively communicate with customers via telephone, email and chat

  • Provide information in response to inquiries about mortgage products and services

  • Obtain and evaluate all relevant information to handle inquiries and complaints

  • Maintain customer records by updating account information

  • Research and resolve customer inquires related to escrow trial and final analysis

  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner

  • Contributes to team effort by accomplishing related results as needed

  • Direct requests and unresolved issues to the designated resource

  • Team Leads are required to manage the floor which sometimes includes walking around assisting reps with calls.

  • Team Leads will perform most of their function taking escalated calls from their workstation and additional work related functions.

  • Process, and resolve basic correspondence items

  • Communication via phone and with Customer Service Representatives and Supervisors

  • Analyze customer inquiries on the phone and/or understand written correspondence

  • All other duties as assigned

LoanCare is an Equal Opportunity Employer


  • High School Diploma or equivalent

  • Minimum of 4 years experience in a customer service call center environment

  • General knowledge of mortgage lending/servicing industry

  • Must be flexible, organized and have the ability to manage and prioritize daily assignments

  • Project management skills

  • Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services

  • Excellent verbal and written communication

  • Ability to delegate

  • Time Management Skills

  • Multi-tasking

  • Ability to follow through

  • Training and Coaching

  • New Hire development

  • Goal oriented


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sales & Customer Service Associate PartTime

Massage Envy

Posted 2 days ago

VIEW JOBS 8/19/2019 12:00:00 AM 2019-11-17T00:00 Overview Do you love helping others? Are you a sales and customer service superstar who wants to use your powers for good? Do you want to be part of a community of caregivers committed to helping people feel their best? If the answer is "yes," we want you on our team at Massage Envy Landstown Commons. Massage Envy is the leader in accessible massage and skin care. As a sales and customer service associate at our Landstown Commons franchised location,* you'll join a wellness community that's 35,000 strong. And you have a meaningful role to play as you: * Help clients understand the benefits of regular massage, skin care and stretch. * Establish relationships with members and guests to grow and retain a client base. * Connect clients with retail products that improve, enhance, and extend the positive impact of the services they receive. Here's what's in it for you: The rewards of the job go beyond the difference you'll make in the lives of members and guests. We offer a culture of care that inspires you to be your best with: * <li>Benefits that help you take care of you including employer paid healthcare, paid time off, 401(K) plan, employee discounts on all services and retail product, and more. * A healthy compensation plan that rewards your hard work with sales bonuses awarded on a progressive basis with high performers earning monthly sales bonuses from $200 to $500, in addition to their base hourly rate. Plus periodic contests and incentives. * A dynamic, energizing environment where you are constantly challenged and learning. * Training to help you grow and refine your sales and customer service skills. Fast-track career development opportunities available to those who are committed. What We'll Accomplish Together As a team, we're committed to delivering an excellent experience every time and growing our member base to help more people on their wellness journey. Your role in our mission is converting guests to members, retaining members, driving retail sales, and delivering an amazing experience. This includes: * Providing outstanding customer service by greeting clients upon arrival, scheduling services, answering phone calls, addressing questions and concerns, protecting client confidentiality, and maintaining a safe and therapeutic environment for everyone in our location. * Promoting the value of total body care by educating clients on new and expanded services, selling the Massage Envy Wellness Program, booking clients for future services, and encouraging home-care retail purchases based on service provider recommendations. * Driving member retention through outreach via phone and email to current members. * Upholding the Massage Envy core values of optimism, gratitude, excellence, consistency and empathy. * Protecting our workplace culture by recognizing and supporting team goals and building positive relationships with team members. What it Takes to Succeed We only succeed together, so we're looking for people with the passion and experience to be amazing. Those who thrive in this role are: * Sales superstars who aren't afraid to take the lead in connecting clients to memberships, services, and retail products to support the mission of total body care. Bonus points for previous retail or sales experience. * People of integrity ready to champion the well-being of members, guests, and team members and do the right thing (even if it isn't the easy thing). * Smart and savvy with solid math and computer skills, confidence handling cash, and a high school diploma or equivalent. * Masters of customer service who makes everyone they interact with feel valued and supported, whether in person or on the phone. Bonus points for previous customer service experience. * Fast on their feet with the ability to think critically, juggle multiple tasks, and set priorities. * Great teammates who can work well with other in a fun and fast-paced environment. * Supporters of total body care with a general knowledge of massage and skin care services. We Believe Our Differences Make Us Better We're excited to hear from everyone with the skills, experience, and passion to do a great job regardless of race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status. If you're ready to put your amazing sales and customer service skills to work to help people feel their best, we can't wait to meet you. * Massage Envy Franchising, LLC ("MEF") is a national franchisor of independently owned and operated franchised locations. Each individual franchised location, not MEF or any of its affiliates, is the sole employer for all positions posted by a franchised location, and each individual franchised location is not acting as an agent for MEF or any of its affiliates. Hiring criteria, benefits and compensation are set by each individually owned and operated franchised location and may vary from location to location. Massage Envy Virginia Beach VA

Customer Service Team Lead

Servicelink, A Black Knight Company