Customer Service Representative (remote)

First American is a company focused on providing superior technology and services for the mortgage and real estate industries. They are seeking a Customer Service Representative to interface with customers, resolve inquiries, and maintain logs and records while offering support in various service-related environments.

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

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