Customer Experience Associate: Frontline Support

Primary Residential Mortgage; Hurricane (UT); On-site; USD 36,000 - 48,000; Full time

Job summary

Primary Residential Mortgage is seeking a Customer Experience Associate I to provide frontline support to customers in Hurricane, Utah. You will handle basic inquiries via phone, email, chat, and in person, and assist with account information and issue resolution, while maintaining accurate interaction records.

You will participate in extensive training, learn company policies, and strive to deliver prompt, professional service to enhance customer satisfaction.

Qualifications

• 0 - 12 months tenure.
• No Prior Experience Required
• Graduate level writing & communication skills.
• Strong communication, analytical, and problem-solving skills
• Ability to effectively and professionally handle difficult situations that may arise when working with branches/divisions.
• Ability to function well in a high-paced and at times stressful environment.

Responsibilities

• Provide frontline support to customers via phone, email, chat, or in person.
• Assist customers with basic inquiries, troubleshooting, and problem-solving.
• Acquire a basic understanding of the company's policies and procedures to effectively assist customers.
• Participate in extensive, ongoing training.
• Maintain accurate records of customer interactions and transactions.
• Ensure customer satisfaction by addressing concerns promptly and professionally.
• Escalate complex issues to higher-level support or management as needed and in accordance with procedures.
• Provide feedback to management regarding recurring issues or customer concerns.
• Demonstrate a basic ability to manage customer inquiries with professionalism and within a timely manner.

Job description

Primary Residential Mortgage is seeking a Customer Experience Associate I to provide frontline support to customers in Hurricane, Utah. You will handle basic inquiries via phone, email, chat, and in person, and assist with account information and issue resolution, while maintaining accurate interaction records.

You will participate in extensive training, learn company policies, and strive to deliver prompt, professional service to enhance customer satisfaction.