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