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Job Title: Rep,Customer Service
These jobs may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. This position will schedule closings and take information for title changes and update titles and forms per request.
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.
Strong customer service orientation
Must be able to work in a fast paced environment
Ramp up is approximately 60 days (training) - Attendance will be extremely important for these success of this assignment. If you have candidates have had trouble with attendance on your previous assignment please do not submit to this role.
MUST be comfortable with high call volume
MUST be able to Multi Task - Staff will work on dual monitors and navigating multiple program while talking to customers.
Attention to details is extremely key for the this role (it will be in your best interest to review resumes for any format, spelling and grammar errors prior to submission)
****WPM (Typing) - Please test for this prior to submission, error ratio will be the important focus point not necessarily the speed. (Excellent typing skills )****
Must have high school diploma or equivalent
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