Customer Service Representative
About The Position
Serve as the primary point of contact for owner inquiries via phone, email, and digital channels. Research and resolve a wide range of inquiries including: Ownership and title questions, Revenue and payment inquiries, Tax documentation (1099s, W-9s), Property and well-related issues. Accurately document all interactions within the case management system, ensuring full visibility and traceability. Proactively follow up on open or unresolved cases to ensure timely resolution. Partner cross-functionally with Land, Accounting, Marketing, and Operations teams to resolve complex issues. Identify and escalate systemic issues, recurring inquiries, and process breakdowns. Contribute to improving service delivery by providing insight into call drivers, trends, and owner pain points. Maintain a high standard of professionalism, empathy, and accuracy in all owner interactions. The Owner Relations call center department takes around 120-150 calls per day. Each agent will handle 25-30 calls per day. Calls will typically last around 15 minutes. This is not a scripted call center - they will be talking to owners that the company owes money to. They will be expected to think analytically as each conversation is not the same.
Requirements
- Entry Level experience
- Ability to think analytically as each conversation is not the same
- Handle 25-30 calls per day
- Calls will typically last around 15 minutes
Responsibilities
- Serve as the primary point of contact for owner inquiries via phone, email, and digital channels
- Research and resolve a wide range of inquiries including: Ownership and title questions, Revenue and payment inquiries, Tax documentation (1099s, W-9s), Property and well-related issues
- Accurately document all interactions within the case management system, ensuring full visibility and traceability
- Proactively follow up on open or unresolved cases to ensure timely resolution
- Partner cross-functionally with Land, Accounting, Marketing, and Operations teams to resolve complex issues
- Identify and escalate systemic issues, recurring inquiries, and process breakdowns
- Contribute to improving service delivery by providing insight into call drivers, trends, and owner pain points
- Maintain a high standard of professionalism, empathy, and accuracy in all owner interactions
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
