Customer Service Analyst
Nationwide Property & Appraisal Services LLC•Voorhees Township, NJ
•Remote
About The Position
The purpose of Customer Service is to facilitate orders from the time they are accepted until the time they are submitted by the appraiser, which includes speaking to appraisers, clients, handling updates and managing issues/deficiencies along the way. It is also their duty to provide excellent service which will ensure client retention and growth.
Requirements
- High School Diploma or equivalent.
- Must have strong computer skills. The ability to self-diagnose simple computer issues like Wi-Fi, running windows updates, set up computer/ docking station/ screens.
- Must have the ability to associate and work well with others including co-workers, vendors, suppliers and customers.
- Must have 1-3 years’ experience in the customer service field or related field.
- Must have strong phone skills - Being able to communicate effectively, good listening skills, deal with difficult calls, problem solve.
- Be able to work in a fast-paced environment.
- Must be able to multitask.
Nice To Haves
- General knowledge of mortgage/processing, underwriting or appraisals.
- Bilingual speaking.
Responsibilities
- Being the first line of action when an individual calls in. Quantified incoming calls (20-30 per rep), Quantified outgoing calls (40-60 per rep)
- Confirm who is calling and what file it pertains too. If there is not a Customer Service issue or update, they are to transfer to the correct employee.
- Daily chain of tasks: NPAS email, System messages/updates, Call Lates, Call for submission confirmation on Due orders, Accepted, Holds, Re-call Late Files, Review file, Check new Accepted for contracts/star rate appraisers.
- Communicate order status with other departments, vendors, clients.
- Loop managers in with internal issues if no resolution for over 48 hours.
- Manage a pipeline of 200-300 orders.
- Occasionally a situation may present itself that some responsibility overlaps departments, if you are unsure of what direction to take, seek advice from your supervisor.
- Third Party Non-Integrated websites depending upon client needs.
- Helping team out with questions when supervisor unavailable
Benefits
- Overtime is available seasonally for certain tasks (messages/lates) on evenings or holidays while no manager is present.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
