Customer Service Representative

Job Title

100% Onsite / Credit Check Required Before Interview Schedule: 11:00 to 8:00 p.m. EST or 11:30 to 8:00 p.m. EST, and 1 Saturday per month 9:00 a.m. to 3:00 p.m. EST

Duties:

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. The type of request may depend on the business segment e.g. 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.

• 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.
• Investigate, 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.

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 related experience

Education: High School diploma or equivalent