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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 requiredJob 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#LI-RS1CoreLogic'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.​Privacy Policy - http://www.corelogic.com/privacy.aspxBy providing your telephone number, you agree to receive automated (SMS) text messages at that number from CoreLogic regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.Connect with us on social media! Click on the quicklinks below to find out more about our company and associates.

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What You Should Know About Lead, Customer Experience, CoreLogic

At CoreLogic, we're on a mission to revolutionize the property industry, making it faster, smarter, and centered around people. As the Lead, Customer Experience, you will be at the forefront of this initiative, providing exceptional guidance and support to our customer service team. Picture yourself leading a group of dedicated professionals, motivating them to achieve and surpass their performance metrics in a vibrant, lively environment in Hackberry, AZ. Your expertise will shine as you mentor team members and serve as the vital link between clients and their customers. This role is not just a job—it's a chance to impact the industry positively by fostering a culture of success and collaboration. You’ll handle customer escalations with grace, participate in training sessions, and ensure that workflows are smooth and efficient. With a minimum of two years in a coaching role and a robust background in frontline customer support, you're prepared to take the leap into leadership. Your ability to adapt and anticipate customer needs will be invaluable as you build relationships and trust, always striving to enhance both client satisfaction and team performance. Here at CoreLogic, we are committed to providing a diverse and inclusive workplace where you can be your authentic self and thrive in your career. If you're excited about utilizing your strengths in problem-solving and communication, we invite you to join us in this pivotal role and help shape the future of the property sector.

Frequently Asked Questions (FAQs) for Lead, Customer Experience Role at CoreLogic
What are the key responsibilities of the Lead, Customer Experience at CoreLogic?

As the Lead, Customer Experience at CoreLogic, you will take on several crucial responsibilities. You'll be guiding team members to meet performance metrics, conducting training sessions, and managing customer escalations. Your role includes fostering a high-performance culture by coaching your team and actively documenting their developmental discussions. You'll also build relationships through effective communication across multiple channels, ensuring every interaction reflects CoreLogic's commitment to excellence in customer service.

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What qualifications are needed for the Lead, Customer Experience position at CoreLogic?

To excel as the Lead, Customer Experience at CoreLogic, candidates typically require a high school diploma or GED, with a preference for a bachelor's degree. Additionally, six or more years of experience in frontline customer support and at least two years in a coaching or mentoring role are preferred. Familiarity with tax, banking, mortgage, or real estate industries is beneficial, along with strong communication and problem-solving skills.

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How does CoreLogic foster professional growth for the Lead, Customer Experience?

CoreLogic is deeply committed to supporting professional growth for the Lead, Customer Experience role. The company encourages continuous learning and development, providing opportunities for mentorship and hands-on training. Additionally, as a part of a diverse and inclusive culture, you’ll engage in collaborative projects that enhance your leadership skills, paving the way for future advancement within the organization.

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What does a typical day look like for a Lead, Customer Experience at CoreLogic?

A typical day for the Lead, Customer Experience at CoreLogic involves managing team performance, handling customer escalations, and participating in training and coaching sessions. You’ll spend time reviewing calls, providing feedback, and analyzing metrics to ensure KPIs are met. The role also includes collaborating with other departments to enhance processes and improve the customer experience. Each day presents new opportunities to inspire and lead your team!

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What makes CoreLogic a great place to work for a Lead, Customer Experience?

CoreLogic stands out as a fantastic workplace for the Lead, Customer Experience due to its commitment to diversity, collaboration, and innovation. The company believes its employees are its greatest asset and fosters an inclusive environment where every voice is heard. CoreLogic's focus on professional development, employee well-being, and community engagement creates a supportive atmosphere that empowers you to thrive in your career.

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Common Interview Questions for Lead, Customer Experience
Can you describe your experience with customer service in a leadership capacity?

In answering this question, focus on your previous roles where you've led a customer service team. Share specific examples of how you guided your team to meet their targets, coached team members through challenges, and the outcomes it led to. Highlight your leadership style and how it contributed to a positive team environment.

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How do you handle customer escalations effectively?

Demonstrate your approach to handling customer escalations. Discuss techniques you use to remain calm, gather necessary information, and engage with the customer professionally. Provide an example where your intervention led to a positive resolution and enhanced customer satisfaction.

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What strategies do you employ to motivate your team?

When discussing strategies to motivate your team, emphasize the importance of recognition, setting clear goals, and providing opportunities for growth. Share specific instances where your efforts improved team morale and productivity, showing how you tapped into each team member's strengths.

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How do you manage multiple tasks while ensuring quality performance?

You can illustrate your time management with concrete examples of using prioritization techniques, such as the Eisenhower Matrix. Discuss tools or methodologies you use to keep organized, like task lists or project management software, and how these strategies help maintain quality and efficiency.

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Describe how you provide constructive feedback to team members.

In your response, emphasize the importance of delivering feedback gently and positively. Discuss your methods for ensuring feedback is actionable, such as using the 'sandwich approach' of pairing positive notes with areas for improvement. Cite an example where your constructive feedback led to a team member's growth.

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What role does data analysis play in your customer experience strategies?

Explain how you leverage data analysis to make informed decisions about customer experience initiatives. Discuss your experience with interpreting metrics, identifying trends, and adjusting tactics to improve performance. Highlight a successful case where data-driven decisions led to measurable results.

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How do you ensure effective communication across multiple channels with customers?

Address your approach to multi-channel communication by discussing how you maintain consistency in messaging and tone, whether it's via phone, email, or chat. Share experiences where you adapted your communication style to suit the channel and enhance customer relations.

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What does customer-centric service mean to you?

When defining customer-centric service, relate your perspective on prioritizing the customer's needs throughout their journey. Share strategies for fostering a culture of empathy and understanding within your team that puts clients first in every interaction.

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How would you handle conflicts within your team?

Explain your conflict resolution style, emphasizing the importance of open communication and collaboration. Provide an example of a past conflict, your approach in addressing it, and how it strengthened the team dynamic afterward.

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Why do you think you would be a good fit for the Lead, Customer Experience at CoreLogic?

To answer this, connect your experiences, skills, and values with CoreLogic's mission. Emphasize your commitment to providing excellent customer service and teamwork, and how your leadership style aligns with CoreLogic's focus on diversity and inclusive culture. Share your passion for the property industry and your dedication to driving positive change.

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December 23, 2024

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