Customer Service Representative

Job Overview

Customer Service Representative in a service-related call center or non-call center environment.

• Interface with customers to resolve 1st and 2nd tier/escalation calls, queries, and problems.
• Verify contacts and account information.
• Examine customer problems and implement appropriate corrective actions.
• Escalate queries or requests to Supervisors or appropriate parties for immediate action.
• Maintain and create logs, reports, records, and files.
• Investigate, coordinate, and track a wide range of customer issues and problems.
• Make proactive calls to determine accounts requiring close attention, identify problems, and work through to resolution.
• Interface with offshore call center as needed to answer process or specialized questions.
• Prepare customer billings, answer billing questions, and coordinate resolution of billing issues with collections or other departments.
• Perform order fulfillment: receive orders, reconcile information, update systems, and follow up with customers.
• Complete additional duties as assigned.

• High School diploma or equivalent required.
• General‑purpose customer service experience of at least 2 years.
• General knowledge of assigned area’s products and customer service activities.
• Proficient in MS Office and other computerized data entry systems.
• Strong verbal and written communication skills.
• Customer service skills including adaptability, attention to detail, patience, and problem solving.
• Work shift:
  
  11:00am – 8:00pm ET.
• Background check, credit check, and drug screening required where permitted by law.

Pay Range: $16.07 – $21.41 hourly.

• Medical, dental, and vision coverage.
• 401(k) plan.
• Paid time off and paid sick leave.
• Employee stock purchase plan.

First American is an equal opportunity employer in every sense of the term.