Customer Service Representative

TEKsystems•Bessemer, AL

7d•$21 - $23•Onsite

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), and 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

Strong background in case management
Critical thinking skills
Ability to handle non-scripted conversations with customers
Customer service experience
Retail experience
Experience with inbound calls
Customer support experience
Call center experience
Claims adjudication experience
Case management experience
Quality assurance experience
Data entry experience

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