Customer Service Representative (Remote)

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

Job summary

A leading company in the mortgage servicing industry is seeking Customer Service Representatives to handle diverse customer inquiries. You'll resolve service calls, assist with billing, and maintain accurate records. Ideal candidates possess strong communication skills and a related background in customer service.

Qualifications

• At least 2 years of related customer service experience.

Responsibilities

• Resolve first and second-tier customer service calls and queries.
• Maintain logs, reports, records, and files.
• Assist with billing questions and coordinate resolutions.

Skills

Strong verbal communication

Problem-solving

Attention to detail

Adaptability

Customer service skills

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 ten consecutive years on the Fortune 100 Best Companies to Work For list. We have also been recognized as a top employer for women, diversity, and LGBTQ+ employees, and featured on over 50 regional best places to work lists. First American strives to be a great place to work for everyone.

What We Do

Customer Service Representatives work in service-related call center or non-call center environments, handling various customer service duties such as responding to inquiries from the public, real estate agents/brokers, or other agencies. The specific type of request varies by business segment—for example, escrow branches handle escrow-related calls, insurance departments address policy or claims inquiries, and others may handle technical questions. Customer interactions typically occur via web-based applications, email, or telephone, using computerized systems to track, provide information, and troubleshoot. These roles are broad and do not have assigned clients.

How You’ll Contribute

• Resolve first and second-tier customer service calls, queries, and problems, including escalations.
• Verify customer contact and account information.
• Assess customer issues and implement corrective actions to address requests.
• Escalate complex queries to supervisors or relevant departments for prompt resolution.
• Maintain logs, reports, records, and files.
• Investigate, coordinate, and track a wide range of customer issues.
• Proactively contact accounts requiring attention, identify problems, and work towards resolution.
• Coordinate with offshore call centers when necessary.
• Assist with billing questions and coordinate billing issue resolutions.
• Perform order fulfillment tasks, including receiving orders, reconciling information, updating systems, and following up with customers.
• Perform 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 relevant area.
• Proficiency in MS Office.
• Ability to navigate computerized data entry systems and 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 per hour. This range is an estimate at the time of posting and may vary based on knowledge, skills, experience, business needs, and location.