Customer Service Representative (Remote)

Davita Inc.; Town of Texas (WI); Remote; Full time

Job summary

A leading company seeks a Customer Service Representative to manage customer inquiries and provide exceptional service. You will handle escalated queries, maintain detailed records, and assist with billing and order processes. Requires a high school diploma and 2 years of customer service experience, along with strong communication and problem-solving skills.

Benefits

Comprehensive benefits package including medical, dental, vision

401(k) and PTO

Paid sick leave

Employee stock purchase plan

Qualifications

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

Responsibilities

• Handle first and second-tier customer service calls, resolving queries and problems.
• Maintain logs, reports, and records while investigating customer issues.
• Assist with billing inquiries and perform order fulfillment tasks.

Skills

Customer service skills

Strong verbal and written communication

Problem-solving

Adaptability

Attention to detail

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. 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 have also received awards as a best 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 everyone.

What We Do

Customer Service Representatives work in service-related call center or non-call center environments, handling inquiries from the public, real estate agents/brokers, or other agencies. The nature of requests varies by business segment, such as escrow, insurance, or technical support. 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

• Handle first and second-tier customer service calls, resolving queries and problems.
• Verify contacts and account information.
• Assess customer issues and implement appropriate corrective actions.
• Escalate complex queries to supervisors or relevant departments.
• Maintain logs, reports, and records.
• Investigate and track customer issues.
• Proactively contact accounts needing attention and work towards resolution.
• Coordinate with offshore call centers as needed.
• Assist with billing inquiries and coordinate resolution with collections or other departments.
• Perform order fulfillment tasks, including processing orders and following 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 relevant 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 reflects the estimated base pay at the time of posting. Actual pay depends on factors such as knowledge, skills, experience, business needs, and location.

What We Offer

We embrace individuality and support diversity, equity, and inclusion as core 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, 401(k), PTO, paid sick leave, and other benefits like an employee stock purchase plan.