Customer Service Representative, ServiceLink Auction

ServiceLink•Irvine, CA

14h

About The Position

ServiceLink, a leading provider in the mortgage services industry, is seeking a Customer Service Representative. This role is ideal for individuals with a strong background in customer service who enjoy interacting with both internal and external Buyers and Agents. The successful candidate will be detail-oriented and capable of meeting tight deadlines in a fast-paced environment, looking for a long-term career opportunity. Applicants must be currently authorized to work full-time in the United States and will not require employment visa sponsorship now or in the future. In this position, you will be responsible for answering customer phone calls, chats, and emails, performing quality control reviews and training, reviewing and resolving escalations while adhering to Client required notification policies, and supporting process improvement initiatives to ensure efficient, scalable, and trackable processes.

Requirements

Strong attention to detail to maintain quality standards
Ability to multitask in a fast-paced environment, especially the ability to provide first in class customer service
Excellent verbal and written communication skills
Superior customer service skills
High School Diploma or equivalent required
Minimum 2-4 years of relevant industry experience
Ability to communicate clearly and professionally, both verbally and in writing
Willing to travel as necessary to support internal and external needs
Must be able to multi-task, managed time effectively while maintaining attention to detail
Proficient in Microsoft Office products with an emphasis on Excel, Word, Outlook

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Responsible for comprehensive knowledge of ServiceLink Auction’s platform.
Coordinate with Customer Service Team across various locations and assist in team scheduling to ensure adequate staff to support call volume.
Provide Direct Customer Support by answering phones, chats, and emails.
Assist buyers/agents with ServiceLink Auction’s Website functionalities and user issues.
Review and resolve escalations while adhering to Client required notification policies.
Support process improvement to ensure efficient, scalable, and trackable processes.
Assist in maintaining and updating department policies.
Assist in maintaining and updating daily, weekly, and monthly reports based on department needs.
Support team evaluations and quality control reviews.
Continue to develop staff by expanding their knowledge of the business and primary objectives.
All other duties assigned.