Call Center Rep

Job Description:
Service Center of Excellence Representative (Temporary)

Location: Rockford, IL (Onsite)

Schedule: Monday–Friday, 7:00 a.m.–4:00 p.m. CST

Employment Type: Temporary, Possible Temp to Perm

We are seeking a detail‑oriented and customer‑focused Service Center of Excellence Representative to support our newly established Service Center, which functions similarly to a call center environment. This role will be responsible for handling inbound customer inquiries and assisting with the processing of online voluntary escrow (VE) requests. The ideal candidate is proactive, professional, and able to manage a high volume of calls and emails with accuracy and efficiency.

• Serve as the first point of contact for inbound customer calls, providing initial departmental support and guidance.
• Respond to and process incoming voluntary escrow withdrawal requests submitted via email.
• Review VE account information, verify customer details, and ensure requests are processed in accordance with internal policies and procedures.
• Maintain accurate documentation of customer interactions and actions taken.
• Collaborate with internal teams to resolve customer issues or elevate when necessary.
• Uphold service standards by providing prompt, courteous, and thorough assistance.
• Assist with additional administrative or customer service tasks as assigned.

• Prior experience in a call center, customer service, or administrative support role preferred.
• Strong verbal and written communication skills.
• High level of accuracy and attention to detail.
• Ability to work efficiently in a fast‑paced environment and manage multiple tasks.
• Proficiency with email communication, basic computer systems, and data entry.
• Professional demeanor and commitment to customer satisfaction.