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 Search Pros Inc