Customer Care Associate

Job Description Cotality is looking for a Contact Center Customer Care Associate to serve as the welcoming face of our company, ensuring professional customer interactions and high satisfaction. Location 1825A Kramer Lane Austin, Texas 78758. Candidates should live within a commutable distance to this site. Training New hires receive four weeks of training, including virtual classroom instruction, on-site instructor-led sessions, on-the-job training, and call shadowing. Training is Monday–Friday, 8:00am – 5:00pm. Schedule and Work Model During training the center is open Monday–Friday 6:50am‑8:00pm Central. After training, employees work a hybrid model: one day onsite (Tuesday) and four days remotely. At week7 and after, schedules may include early or late hours within center operating hours, but adherence to these hours is required. Responsibilities Manage 22–25 inbound call inquiries daily related to mortgage escrow and tax questions. Identify customer needs, research using up to ten customer portals, and provide accurate solutions and guidance. Document inquiries accurately and use internal tools/processes for escalation. Master multiple contact center systems such as Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, or ZOOM International. Consistently meet or exceed individual production metrics and quality KPIs, including client contractual service levels. Maintain professional conduct and punctuality, following strict attendance guidelines. Qualifications Basic Qualifications High school diploma, GED, or equivalent. 1+years of customer service/customer support experience. 1+years of tech proficiency with MS Office, MS Teams or Google Suite, and a client management system. Ability to work in a structured, high volume, fast‑paced environment while maintaining attention to detail. Meet or exceed personal KPIs, adhere to schedule, attendance, and deliverables. Preferred Qualifications Bachelor’s or associate degree. Experience in tax, banking, mortgage, or real estate industry servicing. Contact center experience. Hands‑on tech proficiency in contact center workforce engagement management software, preferably Cisco Finesse or Calabrio, and ability to retrieve, query, and update systems using multiple screens simultaneously. Benefits Generous PTO and 11 paid holidays, plus well‑being and volunteer time off. Up to 16 weeks fully paid parental leave and a baby stipend. Multiple medical plan options with mental health and wellness support. 401(k) with company match and vesting after one year. $400 annual well‑being stipend and tuition assistance up to $5,250. Recognition rewards, referral bonuses, exclusive discounts. EEO Statement Cotality is an Equal Opportunity Employer committed to attracting and retaining the best-qualified people without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or veteran status. Cotality maintains a Drug‑Free Workplace. #J-18808-Ljbffr