Job Details

Customer Service Rep
Location:Santa Ana, CA 92707 - Onsite
Pay Rate: $20.00-$21.83/hr
Duration:1 year+
Hours: Scheduled shift will vary and overtime might be needed.

Job Description:
Employees perform ahost of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers, or other agencies.

The type of request may depend on the business segment. For example, escrow branches will deal with escrow-related calls. MISG may receive calls related to flood, tax, or foreclosure-related transactions. Insurance businesses may receive policy- or claims-related inquiries. PISG & SMS may receive technical-related questions.

These jobs are generic for broad applicability across the organization.

Responsibilities

• Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls, queries, and problems

• Verifies contacts and account information

• Examines customer problems and implements appropriate corrective action to respond to customer requests

• Escalates queries and 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 perform order fulfillment duties, including receiving orders, reconciling information, tracking on spreadsheets, and following up with customers

• Individual is responsible for adhering to *** 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 or promote alternative products and services

• Follows established company and department guidelines and 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 and departments as required

Skills

• 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 of related experience

Education

• High School diploma or equivalent