Customer Service Representative Flex PT

Job Overview

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 web‑based application, email, or telephone to address queries/problems. Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization and do not have assigned clients.

• Interface with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
• Verify contacts and account information.
• Examine customer problems and implement appropriate corrective action to respond to customer requests.
• Escalate queries/requests for action as appropriate to Supervisor and/or appropriate party/field locations 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.
• 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, update systems, and follow up with customers.
• Perform other duties as assigned.

• High School diploma or equivalent required.
• Generally, possesses 2+ years of generally related customer service experience.
• General knowledge of assigned area’s products and customer service activities.
• Proficient MS Office skills.
• Must be able to navigate a computerized data entry system or other relevant applications.
• Strong verbal and written skills.
• Customer service skill including adaptability, attention to detail, patience, and problem solving.

Pay Range: $19.28 - $25.70 hourly.

Comprehensive benefits package including medical, dental, vision, 401(k), PTO/paid sick leave, and an employee stock purchase plan.

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