Team Lead, Customer Care REQ17829

Team Lead, Customer Care

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity, and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; its a place where you can collaborate, feel valued, develop skills, and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up, and make an impact. By putting clients first and continuously innovating, were working together to set the pace for unlocking new possibilities that better serve the property industry.

As a Team Lead, Customer Care at Cotality, you will guide and empower team members to exceed KPI metrics in a dynamic environment. Acting as the frontline representative, you will mentor agents, foster a culture of success, and maintain professionalism in all interactions. Utilizing various communication channels, you will ensure clear and positive exchanges. Your role includes overseeing workflow, meeting KPI targets, and supporting team growth. This position offers a pathway to people management, with continuous learning opportunities for personal and professional development.

Location : This role will be based in Austin, Dallas, Oxford, or Rochester where candidates should live within a commutable distance. Our current model is hybrid, 1 day onsite, in office with the remaining remote.

Training : New hires receive 4 weeks of training, often administered via a virtual classroom, but instructor led. This will also include on-the-job training and call shadowing. For training, this role will be on site Monday-Thursday, with the option of working remotely on Fridays. The hours of training are Monday - Friday (Austin & Dallas) 8 : 00am - 5 : 00pm CT or (Rochester) 9 : 00 am - 6 : 00pm EST.

Schedule : Center hours vary depending on location : Austin - 6 : 50am - 8 : 00pm CT; Dallas - 6 : 50am - 8 : 00pm CT or Rochester 7 : 50am - 9 : 00pm EST. Post training, employees can exercise a hybrid work model, with 1 day onsite (Austin & Dallas on Tuesday and Rochester on Thursday) and 4 days working remotely, based on individual performance. This model could change based on business needs. At Week 7 and after, employees could be assigned a schedule which could include coming in earlier than 8 : 00am, or working later than 5 : 00pm, but still within center hours of operation. Adherence to working these hours is required, no exceptions.

What You Will Be Doing :

• Handles customer escalation calls as required
• Assists team with meeting production metrics, quality targets, and survey expectations (if applicable)
• Participates in and conducts training and coaching sessions for the team as needed
• Provides coaching stats and call listening follow-ups to the team members to further assist in their development in their roles
• Actively and accurately documents agent discussions during coaching
• Acts in a professional and appropriate manner while assisting with clients and the team
• Takes front-line calls in times of high volumes as needed (typically a minimum of 25% of time monthly avg)
• Builds product and process knowledge to effectively interact with team members and customers, within business guidelines
• Identifies customers / agents needs, researches systems, utilizes tools to interpret and analyzes data
• Provides solutions and guidance, and uses the opportunity to educate customers / agents where appropriate
• Builds trust in relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
• Assists Manager with special projects
• May lead call listening sessions with clients and provide survey analysis feedback directly to clients
• Identifies and assists with documentation, testing, and tool updates as needed
• Partners with other Cotality departments for issues, documentation, and process improvement opportunities
• Performs other duties as required

Job Qualifications :

Preferred Qualifications :

Annual Pay Range : 39,900 - 49,400 USD

Application Window : This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality : At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life. Highlights include :

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal law.