Customer Service Rep; VA – Work From Home

Customer Service Rep (VA) – Work From Home!

Richardson, TX-based company is currently in need of five Customer Service VAs to undertake the following tasks.

• Respond to inbound calls, emails, and make outbound calls as needed across multiple lines of business. Address chat inquiries across multiple business lines. Serve as an advocate for both customers and the organization. Use the tools provided and document conversations while handling cases. Other duties as assigned.
• Ensure adherence to the established schedule, performance standards—including KPIs and Service Level Agreements—maintaining quality standards, and consistently following relevant processes and protocols.
• Respond to all customers inquiries within the set service level and escalates if needed. Handle collection efforts to collect transfer or processing fees from Title Companies and Homeowners. Follow Customer‑Centric Culture, Principles, and adhere to CSAT and obtain (25) 5‑Star Google Reviews monthly. Use critical thinking to up‑sell and cross‑sell capabilities are a plus.
• Other tasks as required.

The phone time for this role is 75 – 100%.

• Excellent English verbal and written communication
• Strategic thinker
• Writing and documentation skills
• Must be able to prioritize work
• Courteous and friendly
• Organized and has great attention to detail and quality assurance
• Ability to build trust
• Ability to work independently and manage multiple priorities
• Other skills as required

Licensed OS

• 5 MBPS or higher Internet (hardwired / not WIFI). If you don’t have 5 MBPS then you must agree to it if selected.
• Private and quiet dedicated home office area
• Modern computer and operating system
• Back‑ups in case of power or Telco interruptions
• Good headset and webcam (preferably noise‑canceling headset)