Rep, Customer Service

100% remote

Duties:
Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions.

Interface with customers typically by telephone, email or letter to handle queries/problems. Uses computerized systems for tracking, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization.

Essential Functions
Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
Verifies contacts and account information.
Examines customer problems and implements appropriate corrective action to respond to customer requests.
Escalates queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.
Maintains and creates logs, reports, records and files.
Investigates, coordinates and tracks a wide range of customer issues and problems.
Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
May interface with offshore call center to answer questions on process or specialized situations
May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers.

Skills:

General knowledge of company products and customer service activities.
Proficient MS Office skills
Must be able to navigate a computerized data entry system or other relevant applications.

Generally has 2+ years of related experience