De-Escalations Manager

Position Summary

The De‑Escalations Manager is responsible for managing homeowner escalations and ensuring customer satisfaction. They must be able to quickly assess customer issues, identify the root cause, and develop solutions to resolve the issue. They must also be able to communicate effectively with customers, other departments, and senior management, all while servicing as the central contact for issues with the homeowner. This position involves analyzing customer feedback, identifying trends and implementing strategies to improve the customer service processes and minimize futures escalations.

• Handles second level calls from homeowners requesting to speak to management.
• Research customer complaints to determine root cause of issue and provides responses in a timely manner.
• Serves as point of contact through issue/complaint resolution.
• Represents companies’ best interest by adhering to organizational procedures while balancing with providing industry best customer experience.
• Provides feedback to departmental leaders on customer facing issues, concerns, trends, coaching opportunities for teams, and statuses of escalations.
• Handles first level contact for repeat callers to determine source of continued interactions and develops action plan to mitigate and eliminate.
• Performs related duties as assigned by management.

• 5 years of industry experience.
• 6+ years of inbound and/or outbound customer experience.

• Strong verbal communication skills; strong writing and composition abilities.
• Customer focused with ability to demonstrate empathy towards homeowners concerns, provide clear/concise information, and focus on issue resolution.
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision‑making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
• Self-directed and comfortable working with ambiguity and uncertainty.
• High degree of professional maturity, integrity, ability to maintain confidential data and information.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills.

All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

• Seniority Level: Mid‑Senior Level
• Employment Type:
  
  Full‑time
• Job Function:
  Other

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave
• Pet insurance
• Adoption Assistance
• Tuition reimbursement
• Employee Loan Program
• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

We’re proud to be an equal opportunity employer‑and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.