About this role
Infojini Inc is seeking a Customer Service Specialist to support various customer service duties in a remote environment. The role involves resolving customer queries, maintaining logs and reports, and coordinating with other departments to ensure customer satisfaction.
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 Field locations for immediate action
- Maintains and creates logs, reports, records and files
- Investigates, analyzes, coordinates and tracks complex 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, track on spreadsheets, and follow up with customers
- Individual is responsible for adhering to First American Corporation's and department's compliance and information security policies, practices, and procedures in the performance of the role
- Calls and issues are predominantly routine, but may require deviation from standard screens, scripts and procedures
- May assess needs and suggest/promote alternative products and services
- Follows established company/department guidelines/procedures and may make recommendations to department policies and procedures
- Errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction
- Coordinates with other functions/departments as required
Requirements:
- Customer service experience in mortgage/financial/escrow/title background
- General knowledge of company products and customer service activities
- Proficient MS Office skills
- Must be able to navigate a computerized data entry system or other relevant applications
- 1-2 years related experience
- High School diploma or equivalent
- Workers must be able to clear higher level background that includes standard package, drug screening and credit check