Customer Service Manager (Onsite Role - Orange, CA)

A rapidly expanding valuation services organization in the real estate and mortgage ecosystem is seeking an onsite Customer Service Manager to support a growing operations team. The company focuses on simplifying the complex processes surrounding homeownership, financing, and property valuation for borrowers, lenders, and industry professionals. The environment is collaborative, energetic, and development‑oriented, offering meaningful exposure to senior leadership and opportunities for advancement. This role suits someone who thrives in a fast‑paced setting, enjoys learning new subject matter, and consistently exceeds client expectations.

Compensation & Benefits

• Competitive salary, depending on experience plus bonus opportunity.
• Medical and dental insurance
• Paid holidays, sick time, and PTO
• Additional company perks and a strong team‑focused culture

Role Overview

The Customer Service Manager (CSM) oversees the Customer Service department and is accountable for team performance, quality standards, and adherence to company policies. This leader must bring strong communication skills, a deep understanding of customer service principles, and the ability to motivate and guide a team. The position requires onsite work during standard business hours.

Key Responsibilities

• Develop and maintain training materials
• Lead performance improvement discussions
• Conduct weekly written performance reviews for associates, leads, and assistant managers
• Handle escalated calls professionally and efficiently
• Respond to emails within two hours
• Conduct monthly and quarterly performance reviews
• Identify areas for improvement and provide structured feedback
• Manage department schedules to ensure consistent coverage
• Monitor phone system activity and adjust staffing as needed
• Follow up on escalated or delayed files and provide client solutions when appropriate
• Track and document daily work metrics
• Oversee department email inbox and ensure timely responses
• Review team output for quality and accuracy
• Ensure compliance with break and lunch scheduling requirements
• Monitor associate queues and workload distribution
• Schedule and lead weekly training sessions, meetings, and interviews
• Prepare documentation such as write‑ups and performance improvement plans
• Address customer service issues promptly
• Assist with queue management when needed
• Review timecards weekly
• Identify potential operational issues and propose solutions
• Support senior leadership with special projects or tasks

Skills & Qualifications

• High school diploma or equivalent required
• Minimum four years of customer service experience, ideally within mortgage, real estate, residential services, or consumer banking
• Prior experience managing a team of at least four people
• Experience with performance metrics and quality measurement
• Strong phone etiquette and excellent written and verbal communication skills
• Proficiency with basic computer applications (Microsoft Office or Google Suite)
• Experience with CRM systems preferred
• Ability to problem‑solve independently
• Typing speed of at least 45 WPM

The organization is an Equal Opportunity Employer and welcomes applicants from all backgrounds.

Details