Customer Service Representative (Remote)

Davita Inc.; Illinois; Remote; USD 10,000 - 60,000; Full time

Job summary

Davita Inc. is seeking a Customer Service Representative to assist clients with inquiries and service requests in a supportive environment. This role emphasizes problem-solving and effective communication, as the representative will handle first and second-tier customer service calls while maintaining detailed records. Ideal candidates will have strong customer service skills and a high school diploma or equivalent education, with prior experience valued.

Benefits

Comprehensive benefits package

401k

PTO/paid sick leave

Employee stock purchase plan

Qualifications

• 2+ years of related customer service experience.
• Proficient in MS Office and data entry systems.
• Strong verbal and written skills.

Responsibilities

• Interface with customers to resolve queries and service issues.
• Maintain logs, reports, records, and files.
• Investigate and track customer issues.

Skills

Customer Service

Problem Solving

Attention to Detail

Verbal Communication

Written Communication

Adaptability

Education

High School diploma or equivalent

Tools

MS Office

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also earned awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers, or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims-related inquiries, and other groups may receive technical-related questions. Interface with customers typically by web-based application, email, or telephone to address queries/problems. Use computerized systems for tracking, providing status, information gathering, and troubleshooting. These jobs are generic for broad applicability across the organization and do not have assigned clients.

HOW YOU'LL CONTRIBUTE

1. Interface with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
2. Verify contacts and account information.
3. Examine customer problems and implement appropriate corrective action to respond to customer requests.
4. Escalate queries/requests for action as appropriate to Supervisor and/or appropriate party/field locations for immediate action.
5. Maintain and create logs, reports, records, and files.
6. Investigate, coordinate, and track a wide range of customer issues and problems.
7. Make proactive calls to determine accounts requiring close attention, identify problems, and work through to resolution.
8. May interface with offshore call center to answer questions on process or specialized situations.
9. May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
10. May do order fulfillment. Receive orders, reconcile information, update systems, and follow up with customers.
11. Other duties as assigned.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent required.
• Generally, has 2+ years of generally related customer service experience.

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• General knowledge of assigned area's products and customer service activities.
• Proficient MS Office skills.
• Must be able to navigate a computerized data entry system or other relevant applications.
• Strong verbal and written skills.
• Customer Service skill including adaptability, attention to detail, patience, and problem solving.

Salary Range: $15.60 - $20.90 Hourly

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements, and geographic location.

What We Offer

By choice, we don't simply accept individuality - we embrace it, support it, and thrive on it! Our People First Culture celebrates diversity, equity, and inclusion not simply because it's the right thing to do, but also because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, and other great benefits like an employee stock purchase plan.