CX Coach

About the role

The Client Experience Coach role involves supporting and offering feedback to team members who interact with clients on the phone. This includes meeting with team members to coach them on UWM's best practices for processes, guidelines, and client service, and keeping them accountable for items discussed during coaching sessions.

Responsibilities

• Listening to call clips with team members and providing verbal and written feedback
• Conducting side-by-side live coaching
• Preparing formal feedback for leaders and the Client Service team
• Logging organized and detailed feedback for each coaching session
• Facilitating Client Service training sessions
• Scheduling coaching sessions with team members
• Assigning classroom-based instruction to team members who require additional training

Requirements

• High school diploma or equivalent
• At least two years of client experience
• Must have experience in leadership, management, and call quality
• Self-motivated with a strong work ethic
• Comfortable in a fast-moving environment
• Ability to multitask and adapt
• Positive attitude and willingness to learn
• Onsite, full-time attendance
• Prepare to conduct 15-20 Coaching Sessions Per Day
• Comfortable traveling between all uwm buildings to conduct coaching sessions

Qualifications

• Must have a high school diploma or equivalent
• At least two years of client experience
• Must have experience in leadership, management, and call quality
• Self-motivated with a strong work ethic
• Comfortable in a fast-moving environment
• Ability to multitask and adapt
• Positive attitude and willingness to learn
• Onsite, full-time attendance
• Prepare to conduct 15-20 Coaching Sessions Per Day
• Comfortable traveling between all uwm buildings to conduct coaching sessions

Skills

• Excellent communication skills
• Strong organizational skills
• Ability to provide constructive feedback
• Knowledge of UWM's client service policies and procedures

Benefits

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center
• In-house Starbucks and Dunkin Indoor/outdoor café with Wi-Fi

Pay

TBD

Schedule

Full-time