De-escalations Management Representative

Shelter Lending Services LLC

Multiple Locations, US
Not specified; not specified; medical, dental, vis...
Not specified
5 years industry experience
6+ years inbound/outbound customer experience
Strong verbal and written communication skills
Shelter Lending Services LLC seeks a De-escalations Management Representative to enhance customer satisfaction by effectively managing homeowner escalations. The ideal candidate will possess strong communication, analytical, and problem-solving skills, with at least five years of industry experience and a focus on customer service excellence

Job Summary

  • The De-Escalations Manager is responsible for managing homeowner escalations and ensuring customer satisfaction by quickly assessing issues and developing solutions.
  • This role serves as the central contact for issues, requiring effective communication with customers, other departments, and senior management while adhering to organizational procedures.
  • The company offers comprehensive benefits including medical, dental, vision insurance, a 401(k) with employer match, and paid parental leave.

Matching Summary

Match Score: 85

Shelter Lending Services LLC seeks a De-escalations Management Representative to enhance customer satisfaction by effectively managing homeowner escalations. The ideal candidate will possess strong communication, analytical, and problem-solving skills, with at least five years of industry experience and a focus on customer service excellence.

Salary

Not specified; Not specified; Medical, dental, vision, 401(k), paid leave, pet insurance, adoption assistance, tuition reimbursement

Skills & Requirements

Must-have

  • 5 years industry experience
  • 6+ years inbound/outbound customer experience
  • Strong verbal and written communication skills
  • Root cause analysis and problem-solving abilities
  • Microsoft Office proficiency

Nice-to-have

  • Empathy towards homeowner concerns
  • Consultative and collaborative work style
  • Ability to manage multiple priorities under tight deadlines
  • Comfort working with ambiguity and uncertainty
  • High learning agility for new systems

Key Requirements

  • 5 years of industry experience
  • 6+ years of inbound or outbound customer experience
  • Smartphone capable of installing Okta Verify and Microsoft Authenticator

Work Rights

Not specified

Tailored Resume

Cover Letter