Customer Service Representative II

Role Overview

• Serves as the primary point of contact and liaison between agents, sales, production and vendors to ensure a smooth customer experience.
• Handles incoming requests, responds to inquiries regarding order status or service updates, and resolves issues efficiently while maintaining a professional and customer-focused approach.
• Demonstrates patience and strong verbal and written communication skills when assisting customers, sales partners, or industry professionals through processes.
• Anticipates agent needs proactively and coordinates with vendors to ensure products are delivered within service level agreements.
• Maintains a working knowledge of title-related concepts such as title chains, legal descriptions, and public records to support customer needs.
• Reviews relevant documents, including title commitments and closing documentation, to ensure accuracy and completeness.
• Identifies and helps resolve basic issues, such as missing information or discrepancies, while keeping all stakeholders informed.
• Responsible for answering routine questions and issues about products and services from internal and external customers
• Utilizes standard office tools and customer service platforms, including Microsoft Office, production systems (e.g., Qualia, Resware), and CRM systems like Dynamics, to manage tasks and track customer interactions effectively.
• Effectively resolves inquiries or escalates concerns in a timely fashion
• Follows standard procedures and guidelines
• Understands how assigned duties relate to others within the team and how the team integrates with related teams
• Impacts own team through the quality of the support provided
• Recognizes and solves typical problems; selects solutions from established options
• Communicates moderately complex information in routine situations, typically within own team
• Works under general supervision with limited ability to modify approach
• Individual contributor having no supervisory responsibilities; manages own workload
• Performs all other duties as assigned by management

Requirements

• High school diploma required; Bachelor’s preferred
• Typically requires 8+ years of related work experience

Benefits

• a variety of health and wellness insurance options and programs
• paid time off
• 401(k) with company match
• employee stock purchase program
• employee discounts