Team Lead, CX Welcome Associate
Job Description
Job Description
Overview
Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.
It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community.
Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.
From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one.
No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.
More reasons you’ll love working here include :
- Paid Time Off (PTO) after just 30 days
- Additional parental and maternity leave benefits after 12 months
- Adoption reimbursement program
- Paid volunteer hours
- Paid training and career development
- Medical, dental, vision and life insurance
- 401k with employer match
- Mortgage discount and area business discounts
- Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
- Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
- Gourmet cafeteria featuring homemade breakfast and lunch
- Convenience store featuring healthy grab-and-go snacks
- In-house Starbucks and Dunkin
- Indoor / outdoor café with Wi-Fi
Responsibilities
- This is a production leadership role. You are responsible for taking calls (minimum 4 hours per day).
- Ensuring all calls are routed to their intended team member.
- Coaching and developing Welcome Associates to deliver elite client service at all times.
- Scheduling to ensure proper coverage on the phones to maintain 98% of calls answered within 5 seconds.
- Maintaining metrics to monitor performance of client service.
- Working directly with Client Experience Leaders to assist with problem solving, leadership and communication.
Qualifications
Must Have Qualifications :
- Great communication skills both written and verbal
- Works with sense of urgency and accuracy
- Proven service excellence
- Positive endorsement from current leader
- Onsite attendance is required
- Open to working two 11-8 shifts per week
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