Customer Service Representative
About The Position
Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions. Interface with customers typically by web-based application, email, or telephone to address queries/problems. Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization and do not have assigned clients.
Requirements
- High School diploma or equivalent required
- Generally, has 2+ years of generally related customer service experience
- General knowledge of assigned area’s products and customer service activities.
- Proficient MS Office skills
- Must be able to navigate a computerized data entry system or other relevant applications.
- Strong verbal and written skills
- Customer Service skill including adaptability, attention to detail, patience, and problem solving.
Responsibilities
- Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
- Verifies contacts and account information.
- Examines customer problems and implements appropriate corrective action to respond to customer requests.
- Escalates queries/requests for action as appropriate to Supervisor and/or appropriate party/field locations for immediate action.
- Maintains and creates logs, reports, records, and files.
- Investigates, coordinates, and tracks a wide range of customer issues and problems.
- Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
- May interface with offshore call center to answer questions on process or specialized situations
- May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
- May do order fulfillment. Receive orders, reconcile information, update systems, and follow up with customers.
- Other duties as assigned
Benefits
- Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
