Team Leadership - Lead and supervise a team of customer service representatives, including coaching and performance management. • Handle escalated customer issues and complaints that require managerial intervention, ensuring prompt and satisfactory resolution. • Work closely with multiple departments and partnered vendors to ensure a continued successful internal / external business relationship. • Provide technical assistance and guidance to customers and customer service representatives in resolving equipment related issues. This may include troubleshooting over the phone, via email, or through remote assistance tools. • Handle escalated equipment issues that cannot be resolved by front line customer service representatives, coordinating with technical support teams or vendors if necessary. • Collaboration with equipment vendors or service providers to resolve equipment related issues, including coordinating repairs, replacements, or software updates. • Maintain a comprehensive knowledge base of common equipment issues and their solutions. Create and update documentation, including troubleshooting guides and FAQs, to assist both staff and customers.

General Customer Service includes routing inbound calls, emails and correspondence. • Aid and assist clients with options regarding extreme financial hardships. • Provide comprehensive advice and recommendations on mortgage options, interest rates and repayment terms. • Provide ongoing support, addressing questions, concerns, and financial changes through mortgage repair process for clients during financial transition.