Customer Service Representative (Remote)

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

Job summary

A leading company in the mortgage servicing industry seeks a Customer Service Representative in Tennessee. The role involves handling customer inquiries and resolving service-related issues through various communication channels. Candidates should have a high school diploma and at least 2 years of related experience, demonstrating strong communication and problem-solving abilities. The position offers a competitive hourly wage and opportunities for professional growth.

Qualifications

• At least 2 years of related customer service experience.
• Strong verbal and written communication skills needed.

Responsibilities

• Resolve first and second-tier customer service calls.
• Maintain logs, reports, records, and files.
• Proactively contact customers to address accounts needing attention.

Skills

Communication

Problem-Solving

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 sectors, supported by personalized service and support. Our continuous innovation and acquisitions allow us to offer solutions that enhance security, compliance, customer satisfaction, and profitability. 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 also have awards as a best place to work for women, diversity, and LGBTQ+ employees, and are 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 inquiries and requests from the public, real estate agents/brokers, or other agencies. Responsibilities vary by business segment, such as managing escrow-related calls, policy or claims inquiries in insurance, or technical questions in other groups. Customer interactions typically occur via web-based applications, email, or telephone, utilizing computerized systems for tracking, information gathering, and troubleshooting. These roles are broad and do not have assigned clients.

HOW YOU'LL CONTRIBUTE

• Resolve first and second-tier customer service calls and queries, including escalations.
• Verify contact and account information.
• Assess customer problems and implement appropriate corrective actions.
• Escalate issues to supervisors or relevant departments as needed.
• Maintain logs, reports, records, and files.
• Investigate, coordinate, and track customer issues.
• Proactively contact customers to address accounts needing attention.
• Interface with offshore call centers for process or specialized inquiries.
• Assist with billing questions and coordinate resolution with collections or other departments.
• Handle order fulfillment, including receiving orders, reconciling information, updating systems, and follow-up.
• 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 assigned area.
• Proficiency in MS Office applications.
• 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 per hour. This range is an estimate at the time of posting and may vary based on experience, skills, location, and business needs.