Customer Service Representative (Remote)

Davita Inc.; Iowa (LA); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in the mortgage servicing industry is seeking Customer Service Representatives. The role involves resolving customer inquiries, verifying account information, and providing technical support. Candidates should have a high school diploma and at least two years of customer service experience, along with strong communication skills.

Benefits

Comprehensive benefits package

Medical, dental, vision

401k

PTO/paid sick leave

Employee stock purchase plan

Qualifications

• High School diploma or equivalent required.
• Minimum of 2 years of related customer service experience.

Responsibilities

• Resolve customer service calls and queries.
• Maintain logs, reports, and records.
• Proactively contact accounts needing attention.

Skills

Customer service skills

Problem-solving

Verbal communication

Written communication

Attention to detail

Adaptability

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 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 workplace for all.

What We Do

Customer Service Representatives work in service-related call center or non-call center environments, handling inquiries and requests from the public, real estate agents/brokers, or other agencies. Responsibilities vary by business segment, such as managing escrow-related calls, insurance policy or claims inquiries, or technical questions. Customer interactions typically occur via web-based applications, email, or telephone, using computerized systems for tracking, information gathering, and troubleshooting. These roles are broad and do not have assigned clients.

HOW YOU'LL CONTRIBUTE

• Resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
• Verify contacts and account information.
• Assess customer problems and implement corrective actions.
• Escalate queries/requests to supervisors or appropriate parties for immediate action.
• Maintain logs, reports, records, and files.
• Investigate, coordinate, and track customer issues.
• Proactively contact accounts needing attention, identify problems, and work toward resolution.
• Potentially interface with offshore call centers for process or specialized questions.
• Prepare customer billings, address billing questions, and coordinate billing issue resolutions.
• Perform order fulfillment tasks, including receiving orders, reconciling information, updating systems, and following up with customers.
• Other duties as assigned.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

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

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• General knowledge of the area's products and customer service activities.
• Proficiency in MS Office.
• Ability to navigate computerized data entry systems and relevant applications.
• 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 the time of posting. Pay depends on factors like 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 encourages you to bring your whole, authentic self to work. First American is an equal opportunity employer. We offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, and benefits like an employee stock purchase plan.