Sr Field Service Team Lead (2179) in Lewisville, TX at Xome

Date Posted: 8/2/2018

Job Snapshot

Job Description

Ready to be a Cooper too? This might just be right up your alley!

The Field Services Team Lead will be over multiple teams with specific team leaders that manage and/or Coordinate work assignments through our nationwide network of independent contractors, monitor assigning queue to ensure inspection and property preservation work is completed per agreed timelines.

Responsibilities include but are not limited to:

Ensuring appropriate Customer Service, Quality, Quantity, Timeliness and Team Accountability by: 

  • Answer Departmental questions from staff.
  • Coordinate, training and development of the team and ensuring the assigning manual is up to date.
  • Oversee Price Override up to their limit, Extensions, Admin Notes, Client Notes, Vendor Notes, and all other exception functions to ensure they are handled correctly by staff members.
  • Overseeing the creation of Daily Reports and reporting and documenting all of the issues and errors that occur on a daily basis and logging those issues for weekly meetings with team lead or manager
  • Address initial disciplinary and or performance problems according to company policy.
  • Handle escalated vendor, departmental, or client calls or issues professionally and communicating with management as needed or required.
  • Provide statistical and performance based feedback and coaching to team members on a weekly basis. This includes but is not limited to turn times, rejection percentage, average calls made, and bulk orders assigned.
  • Coordinating special projects and high priority issues for teal lead or manager.
  • Ensuring AIM escalation procedures are followed.
  • Ensuring proper Vendor Relation procedures are followed.
  • Ensuring all daily, weekly, and monthly deadlines/goals are met.
  • Delivering regular scorecards to team.
  • Ensure weekly team meeting are carried out.
  • Meet scheduled milestones to ensure department objectives are met in a timely manner and have in-depth knowledge of the practices and techniques for managing the activities related to Assigning team.
  • Track and monitor assigning of work orders within a given territory, regularly updating the electronic record system, and provide status reports.
  • Utilize multiple areas of technology.
  • Provide updates, notations, and make contact with contractors when requested by inquiring parties.
  • Other Duties as assigned on an individual basis at management’s discretion.

Required Knowledge, Skills, and Abilities

MS Office specifically Excel (spreadsheets), internet and web applications, typing 30WPM, professional phone etiquette

Job Requirements

  • Must have in-depth knowledge of all aspects call center activities
  • Bachelor’s degree in Business or related discipline preferred
  • Knowable on GSE/FHA/Inventor guidelines
  • Previous supervisory or lead experience required
  • Problem solver and able to meet deadlines
  • Ability to work in a fast-paced environment
  • Excellent communication skills, both verbal and written
  • Strong analytical, communication, teamwork and interpersonal skills, time management, and research practice
  • Competence in MS Office with an emphasis on Excel – intermediate or better
  • General to in-depth knowledge of AIM internal processes and procedures for all departments
  • Understands requirements of all work order types (Inspections, maintenance Bids/BATFs, etc)
  • Knowledge/familiarity with residential real estate maintenance/repair is helpful
  • Knowledge/familiarity with residential mortgage loan servicing/valuation is helpful

Physical Demands

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit for extended periods of time, type, and reach to answer a telephone. The employee is occasionally required to stand and walk. Vision abilities required by this job include close vision to view computer monitor.

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United States of America

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