Cotality · 3 months ago
Team Lead, Customer Care
Dallas, TX
Full-time
Hybrid
Mid, Senior Level
$40K/yr - $49K/yr
6+ years expCotality is a company focused on making the property industry smarter and more people-centric. The Team Lead, Customer Care will guide and empower team members to meet KPI metrics, mentor agents, and ensure positive customer interactions while overseeing workflow and supporting team growth.
Property InsuranceReal EstateSoftware
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
Qualification
Required
High school diploma, GED or equivalent
6+ years previous experience in a frontline customer support role required
1+ years of Tech proficiency with MS Office, with heavy use of MS Teams, or Google Suite and a client management system
Demonstrates strength in effectively coaching team members by providing feedback to support their development
Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
Must successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines
Preferred
A bachelor's or associate degree
Additional 2+ years previous experience in a coaching/mentor role preferred
Tax/banking/mortgage/real estate industry servicing experience
Contact Center experience
Hands-on tech proficiency in contact center/ workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio
Benefits
Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
Up to 16 weeks of fully paid parental leave and a baby stipend.
Multiple medical plan options with mental health and wellness support offerings.
401(k) with company match and vesting after one year.
$400 annual well-being stipend and tuition assistance up to $5,250.
Recognition Rewards, Referral bonuses, exclusive discounts and more!
Company
Cotality
Cotality is a technology firm helping property professionals with data, valuations, surveys and retrofit solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.63MKey Investors
Finance Birmingham
2018-02-12Acquired
2016-07-05Series Unknown· $1.63M
Recent News
2026-01-22
2026-01-11
Company data provided by crunchbase