Customer Service Representative, ServiceLink Auction

ServiceLink is one of the top providers in the mortgage services industry, seeking a Customer Service Representative to join their team. The role involves answering customer inquiries, performing quality control, and supporting process improvements to enhance customer service efficiency.

Responsibilities:

• Answer customer phone calls, chats, and emails
• Preform quality control reviews and training
• Review and resolve escalations while adhering to Client required notification policies
• Support process improvement to ensure efficient, scalable, and trackable processes
• 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
• 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

Requirements:

• Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future
• High School Diploma or equivalent required; Bachelor's degree preferred
• 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
• Bachelor's degree preferred