Customer Service Manager - Tucson, United States - First American Financial Corporation

First American Financial Corporation

Verified Company

Tucson, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Who We Are:

What We Do:

Responsible for managing a team of Customer Service Representatives in a service-related call center and/or non-call center environment. Sets priorities of the daily operations and achieves objectives in providing outstanding customer service.

What You'll Do:

Monitors the team's performance on a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. Types of requests may depend on the business segment (e.g. escrow branches will deal with escrowrelated calls).
May develop business plan for team operations including budget development. Ensures appropriate staffing levels are met. Provides reports to management on department performance and metrics.
Approves HR activities including hiring, training/development and evaluating staff performance.
Participates in longrange departmental planning and provides input to operational decisions and to clarify or modify project plans, and/or schedule requirements.

What You'll Bring:

Successful track record designing, developing, and executing complex projects in area of functional expertise.
Ability to establish and maintain effective working relationships at the Management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from others in sensitive situations, using influence and preventing damage to the relationships.
Strong capacity to communicate the function's vision and the department's direction and set aligned goals. Provides resources and creates systems to measure results. Familiar with competitor, financial and industry dynamics.
Actively recruits, retains and develops talent and holds employees accountable for results. Leads change, manages conflict and fosters collaboration.
Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business.
High level of business acumen, strategic agility, ability to develop others, and influence change.
Bachelor's degree or equivalent combination of education and experience
57 years of experience in customer service
35 years demonstrated management experience in technical title, escrow or mortgage operations
Demonstrated success establishing, leading and maintaining effective working relationships at the Department Management level

What We Offer:

By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also because it's the key to our success.

We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.