Customer Service Desk Agent - (Mortgage Support) Remote

Unisys; Pennsylvania; On-site; USD 32,000 - 42,000; Full time

Job summary

Unisys is seeking a customer service professional to manage high-volume calls, diagnose issues, and provide timely solutions. The role emphasizes building rapport, documenting interactions in CRM, and meeting performance targets such as AHT and FCR.

A High School Diploma or GED is required, with 1–2 years in a call center setting preferred. Responsibilities include routing calls, providing accurate product information, and escalating complex issues as needed.

Qualifications

• High School Diploma or GED required.
• May require technical certification or Associate Degree.
• 1–2 years of experience in the area of responsibility.
• Call center experience.
• Ability to multitask during the job and fill out tickets while speaking to users.
• Customer service experience within a call center environment.

Responsibilities

• Answer and route incoming calls to appropriate departments.
• Diagnose and solve product or service problems in real time.
• Build customer rapport for personalized service.
• Document all interactions in CRM systems.
• Schedule callbacks, send emails, or escalate issues as necessary.
• Follow scripts while tailoring responses to individual customers.
• Handle inbound calls promptly and assist customers.
• Make outbound calls to prospects, set appointments, or follow up on leads.
• Ensure customers receive accurate product, service, and policy information.
• Resolve complaints and work toward satisfactory resolution.
• Log detailed notes in CRM for quality assurance.
• Recognize when issues require escalation to a supervisor.
• Maintain courteous and respectful behavior at all times.
• Achieve KPIs such as average handling time (AHT) and first call resolution (FCR).

Skills

Call center experience

Multitasking

Customer service

Problem solving

Education

High School Diploma or GED

Tools

CRM systems

Job description

What success looks like in this role

Agents will manage incoming and outgoing calls, diagnose issues, provide solutions, build rapport, document interactions in CRM, follow up, adhere to scripts, manage escalations, maintain professionalism, and meet performance targets such as AHT and FCR.

Key Functions

• Answer and route incoming calls to appropriate departments.
• Diagnose and solve product or service problems in real time.
• Build customer rapport for personalized service.
• Document all interactions in CRM systems.
• Schedule callbacks, send emails, or Escalate issues as necessary.
• Follow scripts while tailoring responses to individual customers.
• Handle inbound calls promptly and assist customers.
• Make outbound calls to prospects, set appointments, or follow up on leads.
• Ensure customers receive accurate product, service, and policy information.
• Resolve complaints and work toward satisfactory resolution.
• Log detailed notes in CRM for quality assurance.
• Recognize when issues require escalation to a supervisor.
• Maintain courteous and respectful behavior at all times.
• Achieve KPIs such as average handling time (AHT) and first call resolution (FCR).

Requirements for Success

• High School Diploma or GED required.
• May require technical certification or Associate Degree.
• 1–2 years of experience in the area of responsibility.
• Call center experience.
• Ability to multitask during the job and fill out tickets while speaking to users.
• Customer service experience within a call center environment.

This role may require access to export‑controlled commodities and technology. To conform to U.S. export control regulations, the applicant must be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a U.S. job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.