Contact Center Customer Care Associate

CoreLogic; Austin (TX); Hybrid; USD 35,000 - 45,000; Full time

Job summary

A data solutions provider is seeking a Contact Center Customer Care Associate in Austin, Texas. This role focuses on customer interaction, ensuring satisfaction through professionalism and efficient resolution of inquiries. Applicants should have a strong background in customer service, proficiency in relevant technologies, and a high school diploma or equivalent. Flexible work options are available post-training, fostering a supportive and inclusive work culture.

Benefits

Flexible work options

Health coverage

Competitive time off

Qualifications

• High school diploma or GED required.
• 1+ years of customer service experience.
• Ability to work in a fast-paced environment.

Responsibilities

• Manage inbound call inquiries related to mortgage escrow and tax questions.
• Document discussions accurately and provide solutions.
• Attend training and adhere to schedules.

Skills

Customer Service

Tech Proficiency

Attention to Detail

Time Management

Education

High School Diploma or GED

Bachelor's or Associate Degree

Tools

Salesforce

Cisco Finesse

MS Office

Google Suite

Job description

Contact Center Customer Care Associate page is loaded

Contact Center Customer Care Associate

Apply locations: Austin, TX | Time type: Full time | Posted on: Posted 30 Days Ago | Job requisition id: REQ17088

Make an impact with the power of your ideas

Cotality is no ordinary company. We’re the only holistic data, insights, and workflow solutions provider for the property ecosystem—serving industries ranging from real estate to public policy to retail—and counting. Together, we're making the complex more seamless, more unified, and more resilient to whatever the future may hold.

Cotality is committed to investing in the most talented employees, providing them with career advancement opportunities, and fostering supportive, visible, and trusted leadership. We cultivate a collaborative culture with work-life balance. At Cotality, you will be part of an inclusive enterprise team that does impactful and meaningful work, shaping the future of the property industry and beyond.

Job Description:

About the role

Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate with Cotality. As the welcoming face of our company, you will exhibit professionalism in every customer interaction, prioritizing their satisfaction above all.

Location: Our office is located at 1825A Kramer Lane, Austin, Texas 78758. Candidates should reside within a commutable distance to this site.

Training: New hires receive 4 weeks of training, often via a virtual classroom but instructor-led. This includes on-the-job training and call shadowing. Training hours are Monday – Friday, 8:00 am – 5:00 pm, on-site Monday-Thursday with remote work options on Fridays.

Schedule: The center operates from 6:50 am to 8:00 pm Central, Monday – Friday. Post-training, employees may work a hybrid model with 1 day onsite (Tuesday) and 4 days remote, subject to individual performance and business needs. Schedules may vary after week 7, requiring adherence to specific hours.

What you will be doing:

• Manage inbound call inquiries (approximately 22-25 per day) regarding mortgage escrow and tax questions for Cotality clients.

• Identify customer needs, research using various systems (up to 10 portals), utilize tools to interpret data, provide accurate solutions, and educate customers.

• Document discussions accurately and leverage internal tools for resolution escalation.

• Master use of contact center management systems (e.g., Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, ZOOM International).

• Meet or exceed individual production metrics and quality KPIs, adhering to client service levels.

• Maintain professionalism, adhere to schedules, and meet attendance guidelines.

Job Qualifications:

Basic Qualifications:

• High school diploma, GED, or equivalent

• 1+ years experience in customer service/support roles

• 1+ years tech proficiency with MS Office (heavy use of MS Teams) or Google Suite and client management systems

• Ability to work in a structured, high-volume, fast-paced environment with attention to detail

• Ability to meet KPIs, adhere to schedules, and meet deadlines

Preferred Qualifications:

• Bachelor’s or associate degree

• Experience in tax, banking, mortgage, or real estate servicing

• Contact center experience

• Hands-on proficiency with contact center/workforce management software (e.g., Cisco Finesse, Calabrio)

#LI-Hybrid

Thrive with Cotality

We offer benefits supporting your whole self, including flexible work, competitive time off, health coverage, perks, and growth opportunities.

Cotality is an Equal Opportunity employer, committed to attracting and retaining qualified people regardless of race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, veteran status, or other protected categories. We maintain a Drug-Free Workplace.

Please apply on our website for consideration.

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