Consumer Contact Agent / Call Center

Primary Purpose:

The Default Service Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing a relationship between our clients and their customers.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action.
• Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action.
• Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller.
• Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must.
• Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options.
• Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file.
• Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers.
• Provide superior service while showing empathy.
• Share feedback when training opportunities are identified.
• Promote teamwork through consistency, reliability, and group cohesiveness.
• Communicate effectively through oral and written communication.
• Consider process improvements on a continuous basis and shares opportunities with Leadership.
• Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality.