Lead, Customer Experience

At CoreLogic, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. CoreLogic 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.

CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's 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 CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description

As a Contact Center Customer Service Lead with CoreLogic, you will embark on a fulfilling journey of professional growth in a dynamic and fast-paced production environment. As part of our team, you will play a pivotal role in guiding and empowering our team members, elevating their performance to achieve and exceed KPI metrics. As a crucial link between our clients and their valued customers, you serve as the frontline representative of our company. In this role, you will excel as a mentor, supporting agents’ growth and fostering a culture of success. Your role as a liaison between clients and customers demands the utmost professionalism, and you will set the standard by exhibiting exemplary leadership qualities during every team member and customer interaction. You will leverage a range of communication channels, including telephone, email, and chat, to forge meaningful connections and provide clear and positive exchanges. Your adeptness in overseeing workflow and ensuring KPI targets are met will be instrumental in driving team achievement. This position presents an exciting pathway to advance into a people management role, as you become the subject matter expert for the team and extend unwavering support to your fellow team members. Our environment is one of continuous learning, fostering both personal and professional growth to empower you to excel and unleash your full potential.

Job Responsibilities

• 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 CoreLogic departments for issues, documentation, and process improvement opportunities
• Performs other duties as required
  
  

Job Qualifications

• High school diploma, GED or equivalent required; bachelor’s degree preferred
• 6+ years previous experience in a frontline customer support role required
• Additional 2+ years previous experience in a coaching/mentor role preferred
• Tax/banking/mortgage/real estate industry experience preferred
• Strong verbal and written communication skills along with excellent customer service and active listening skills
• Demonstrates strength in effectively coaching team members by providing feedback to support their development
• Advanced problem-solving and analytical skills while remaining flexible when adapting to change
• Strong computer skills to retrieve, query, and use multiple systems simultaneously
• Ability to work in a structured, fast-paced environment while maintaining attention to detail
• Ability to identify issue and appropriate task
• Ability to set priorities and manage multiple tasks/projects simultaneously while meeting deadlines
• Demonstrates patience and empathy and have the ability to work collaboratively with others
  
  

CoreLogic's Diversity Commitment

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

CoreLogic benefits information can be found here: http://www.yourcorebenefits.com/. Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.

EOE AA M/F/Veteran/Disability

CoreLogic is an Equal Opportunity/Affirmative Action 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, state or local law. CoreLogic maintains a Drug-Free Workplace.

Please apply on our website for consideration.

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