Customer Service Representative (Remote)

Davita Inc.; Fort Mill (SC); Remote; USD 10,000 - 60,000; Full time

Job summary

Une entreprise de services financiers bien établie recherche un représentant du service client pour gérer les demandes et les préoccupations des clients. Le candidat idéal apportera au moins deux ans d'expérience dans un rôle similaire et un fort esprit de service client. Des compétences en communication écrite et verbale, ainsi qu'une bonne connaissance de MS Office, sont exigées. Cette position offre une opportunité de contribuer à une culture d'entreprise axée sur les personnes tout en bénéficiant d'un large éventail d'avantages.

Benefits

Comprehensive benefits package

Medical, dental, vision

401k

PTO/paid sick leave

Employee stock purchase plan

Qualifications

• Au moins 2 ans d'expérience dans le service client.
• Capacité à naviguer dans les systèmes de saisie de données informatisés.

Responsibilities

• Gérer les appels de service client de 1er et 2ème niveau.
• Analyser les problèmes des clients et mettre en œuvre des actions correctives.

Skills

Knowledge of products

Customer service skills

Strong verbal communication skills

Attention to detail

Problem-solving

Education

High School diploma or equivalent

Tools

MS Office

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by leading practitioners in the mortgage servicing industry. We focus on providing superior technology, products, and services for the mortgage and real estate industries, supported by personalized service and support. Our offerings include innovative, personalized solutions that enhance security, compliance, customer satisfaction, and profitability across the mortgage continuum. Our inclusive, people-first culture has earned us numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We are also recognized as a great place to work for women, diversity, and LGBTQ+ employees, and have been featured on over 50 regional best places to work lists. First American strives to be a great place to work for all.

What We Do

Customer Service Representatives work in service-related call center or non-call center environments, performing duties such as handling inquiries from the public, real estate agents/brokers, or other agencies. The specific type of request varies by business segment, e.g., escrow, insurance, or technical support, and interactions are typically via web-based applications, email, or phone. Employees use computerized systems for tracking, information gathering, and troubleshooting. These roles are broad and do not have assigned clients.

HOW YOU'LL CONTRIBUTE

• Handle 1st and 2nd tier/escalation customer service calls and queries.
• Verify contact and account information.
• Analyze customer issues and implement appropriate corrective actions.
• Escalate complex queries/requests to supervisors or relevant departments.
• Maintain logs, reports, and records.
• Investigate and track customer issues.
• Proactively contact customers to address accounts needing attention.
• Coordinate with offshore call centers as needed.
• Assist with billing questions and resolve billing issues.
• Perform order fulfillment tasks, including order receipt, reconciliation, and follow-up.
• Other duties as assigned.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent.
• At least 2 years of related customer service experience.

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Knowledge of products and customer service activities in the assigned area.
• Proficiency in MS Office.
• Ability to navigate computerized data entry systems.
• Strong verbal and written communication skills.
• Customer service skills including adaptability, attention to detail, patience, and problem-solving.

Salary Range: $15.60 - $20.90 Hourly

This range is an estimate of the base pay at posting time, influenced by factors such as knowledge, skills, experience, business needs, and location.

What We Offer

We embrace individuality and support diversity, equity, and inclusion as key to our success. Our People First Culture celebrates and fosters an authentic, inclusive workplace where you can bring your entire, unique self. First American is an equal opportunity employer. We offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, and other benefits like an employee stock purchase plan.