Customer Service Supervisor

Carrington Holding Company, LLC

. Supervise the entire operation of a unit within the Customer Service Department .

Posted 10/7/2026full-timeWestfield • United StatesMid-LevelSenior💰 $64,480 - $74,480 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in supervising customer service operations, training and motivating employees, and ensuring adherence to corporate standards. Proficient in monitoring performance metrics and fostering a positive work environment to achieve operational excellence.

Highest-signal resume keywords

Customer Service ManagementTeam Training and DevelopmentPerformance MonitoringKPI AnalysisMortgage Loan Servicing Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceCall Center OperationsPerformance EvaluationMS OfficeProblem Resolution

Soft Skills

LeadershipMotivationCommunicationConflict Resolution

Tools & Technologies

Monitoring Systems

Industry Keywords

High-Volume Telephone ContactCorporate StandardsContinuous ImprovementEmployee Performance Goals

About the role

Key responsibilities & impact

Supervise the entire operation of a unit within the Customer Service Department
Train employees; plan, assign, and direct work; monitor performance; reward and discipline employees; address complaints; and resolve problems
Ensure corporate standards are communicated and consistently applied throughout the unit
Review daily productivity reports and use monitoring systems to evaluate and impact performance
Assist with escalated borrower inquiries and answer complex/general team questions
Partner with internal departments to maximize efficiencies and effectiveness
Train, educate, assist, and motivate employees to meet or exceed performance goals
Create and maintain a motivating and positive working environment
Monitor real-time KPIs to ensure coverage and identify continuous improvement opportunities
Conduct team meetings on company policies, procedures, and training opportunities
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or equivalent work experience
Three (3) plus years’ customer service/call center experience in a high-volume telephone contact environment
Two (2) years or more Mortgage Loan Servicing industry experience preferred
Intermediate MS Office skills
Ability to work 9am–6pm EST

Benefits

Comp & perks

Comprehensive healthcare plans for you and your family
Discretionary 401(k) match of 50% of the first 4% of pay contributed
Fitness, restaurant, retail, and other discounts through the employee portal
Customized training programs
Employee referral bonuses
Educational Reimbursement
Carrington Charitable Foundation community support