De-Escalations Manager – On-site

Newrez LLC

. Manage homeowner escalations and ensure customer satisfaction .

Posted 10/5/2026full-timeCoppell • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service management capabilities, with a focus on resolving homeowner escalations and enhancing customer satisfaction through effective communication and problem-solving. Possesses analytical skills to identify trends and implement strategies for continuous improvement in service processes.

Highest-signal resume keywords

Customer Escalation ManagementStrong Verbal Communication SkillsAnalytical SkillsProblem-Solving AbilitiesMicrosoft Office Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Experience ManagementAnalytical SkillsProblem-SolvingDecision-MakingTechnical Aptitude

Soft Skills

EmpathyInterpersonal SkillsInfluencing SkillsNegotiation SkillsConsultative Work Style

Tools & Technologies

Microsoft OfficeMicrosoft Authenticator

Industry Keywords

Homeowner IssuesCustomer SatisfactionFeedback AnalysisService Process ImprovementConfidential Data Management

About the role

Key responsibilities & impact

Manage homeowner escalations and ensure customer satisfaction
Quickly assess customer issues, identify root causes, and develop solutions
Communicate with customers, other departments, and senior management
Serve as the central contact for homeowner issues
Turn escalated interactions into positive customer experiences
Analyze customer feedback and identify trends
Implement strategies to improve customer service processes and minimize future escalations
Handle second-level calls from homeowners requesting to speak to management
Research customer complaints and provide timely responses
Serve as point of contact through issue and complaint resolution
Adhere to organizational procedures while balancing the best customer experience
Provide departmental leaders with feedback on customer-facing issues, concerns, trends, coaching opportunities, and escalation statuses
Handle first-level contact for repeat callers, determine the source of continued interactions, and develop action plans to mitigate and eliminate them
Perform related duties assigned by management

Requirements

What you’ll need

5 years of industry experience
6+ years of inbound and/or outbound customer experience
Strong verbal communication skills
Strong writing and composition abilities
Ability to demonstrate empathy toward homeowners’ concerns and provide clear, concise information
Strong interpersonal skills
Strong influencing and negotiation skills
Consultative and collaborative work style
High learning agility and ability to learn new systems and platforms
Strong analytical skills and problem-solving abilities
Solid decision-making abilities and sound judgment
Ability to manage multiple priorities under tight deadlines in a fast-paced, dynamic environment
Self-directed and comfortable working with ambiguity and uncertainty
Professional maturity and integrity
Ability to maintain confidential data and information
Strong business acumen and technical aptitude
Strong Microsoft Office skills
Smartphone meeting Company security standards, with ability to install apps such as Microsoft Authenticator; employment is contingent on this requirement

Benefits

Comp & perks

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
Adoption Assistance
Tuition & Certification reimbursement
Employee Mortgage Loan Program
Newrez Employee Emergency and Disaster Fund
1 company-paid Volunteer Time Off day
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities
Employee Resource Groups (ERG)