Customer Service Representative

HomeServices of America•West Des Moines, IA

About The Position

The Customer Service Representative provides timely, quality customer service. Performs research necessary to respond to inquiries and gives assistance where needed to other departmental staff. Assists with special projects as needed. May provide direction/work assignments and training to other staff.

Requirements

Knowledge, skill and mental development equivalent to the completion of a two-year college degree.
Prior customer service experience.
Excellent customer service skills.
Strong computer skills.
Effective communication (written and verbal) and interpersonal skills and the ability to work as a member in a team-oriented environment.
Ability to work well under time pressures and to sometimes deal with upset customers.
Detail oriented; ability to multi-task and change quickly from one task to another.
This position may require a valid driver’s license with a clean driving record.

Nice To Haves

Knowledge of real estate, title insurance or mortgage business preferred.

Responsibilities

Receive customer orders from multiple channels including email, company website, and walk-in customers. Accurately and efficiently enter orders into the company’s order entry software system. Review orders for completeness, prioritize based on deadlines and urgency, and ensure timely entry so production can begin without delay.
Review invoices requiring adjustments, verify supporting documentation, and accurately process credit and debit memos in the system. Ensure timely resolution of discrepancies, communicate with appropriate departments as needed, and maintain accurate records of all adjustments.
Receive and respond to general inquiries. Direct customers to appropriate department for more complex inquiries. Handle complaints or transfer complaints to appropriate parties. Resolve problems as they arise through a request or as they are noticed during other involvement.
Provide additional support, which may include any of the following: computer input, produce reports, handle correspondence, track documents, process departmental mail, fax, copy, coordinate pickup and delivery with couriers, print and bind master abstracts, electronically store abstracts, and ordering office supplies.
Greet walk-in customers and handle their needs.
Perform other related duties as assigned.