About The Position
This role involves providing customer support within the mortgage industry. Agents will be responsible for handling incoming calls, diagnosing issues, answering product and service questions, and providing real-time solutions. The position requires building rapport with customers to enhance satisfaction, documenting interactions in CRM systems, and following up on issues as needed. Agents will adhere to standardized scripts while also tailoring responses, manage call escalations, and maintain professionalism. Meeting key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR) is crucial. The role requires multitasking, such as speaking to users and filling out tickets simultaneously. Access to export-controlled commodities and technology may be required, necessitating eligibility for U.S. Government authorizations.
Requirements
- High School Diploma or GED required
- Generally, 1-2 years’ experience in area of responsibility
- Call Center experience
- Able to Muti-Task during the job.
- Customer Service experience within a call center environment.
- Eligible for any required authorizations from the U.S. Government due to potential access to export-controlled commodities and technology.
Nice To Haves
- May require technical certification or Associate Degree
Responsibilities
- Answering and Routing Calls: Greeting customers and directing them to the appropriate departments using advanced call routing systems.
- Problem Solving: Diagnosing issues, answering product or service questions, and providing solutions in real time.
- Customer Engagement: Building rapport with customers, ensuring a personalized experience that enhances satisfaction.
- Documentation: Documenting customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference.
- Follow-Up: Scheduling callbacks, sending follow-up emails, or escalating issues to higher-level support when necessary.
- Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.
- Answering Inbound Calls: Promptly handling incoming calls and providing assistance to customers.
- Making Outbound Calls: Proactively reaching out to potential customers, setting appointments, or following up on leads.
- Providing Accurate Information: Ensuring customers receive correct details about products, services, and policies.
- Resolving Complaints: Listening to customer issues and working towards a satisfactory resolution.
- Documenting Interactions: Logging detailed notes in the CRM for quality assurance and follow-up purposes.
- Managing Call Escalations: Recognizing when a customer’s issue requires escalation to a supervisor.
- Maintaining Professionalism: Demonstrating courteous and respectful behavior at all times.
- Meeting Performance Targets: Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).
- Maintain In Office adherence
- Multi Tasking will be involved in the day to day operations.
- Must be able to multi task.
- Speak to the user and fill out your ticket, simultaneously.
Benefits
- Equal opportunity employer
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
