Customer Service Representative (Remote)

Davita Inc.; Virginia (MN); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in the mortgage servicing industry is seeking a Customer Service Representative to manage customer inquiries and ensure satisfaction. The role includes resolving escalated issues, maintaining customer records, and assisting in order fulfillment. Candidates should possess effective communication and problem-solving skills, along with at least a high school diploma and two years of customer service experience.

Benefits

Comprehensive benefits package including medical, dental, and vision

401k and PTO/paid sick leave

Employee stock purchase plan

Qualifications

• 2+ years of related customer service experience is preferred.
• Proficient in navigating computerized data entry systems.

Responsibilities

• Interface with customers to resolve service-related issues.
• Maintain customer logs, reports, and records.
• Assist with customer billing questions.

Skills

Communication

Problem Solving

Customer Service

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 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 work in service-related call center or non-call center environments. Employees perform various customer service duties such as receiving inquiries and requests from the public, real estate agents/brokers, or other agencies. The specific type of request depends on the business segment. For example, escrow branches handle escrow-related calls, insurance businesses may receive policy or claims inquiries, and other groups may handle technical questions. Customer interactions typically occur via web-based applications, email, or telephone, using computerized systems for tracking, status updates, information gathering, and troubleshooting. These roles are broad and applicable across the organization without assigned clients.

How You’ll Contribute

1. Interface with customers to resolve first and second-tier/escalation customer service calls, queries, or problems.
2. Verify contacts and account information.
3. Examine customer problems and implement appropriate corrective actions to respond to customer requests.
4. Escalate queries or requests for action as appropriate to supervisors or relevant departments for immediate resolution.
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 identify accounts requiring attention, and work through issues to resolution.
8. Potentially interface with offshore call centers for process or specialized inquiries.
9. Assist with customer billing, answer billing questions, and coordinate resolution of billing issues with collections or other departments.
10. Perform 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, 2+ years of related customer service experience.

Knowledge, Skills, and Abilities (KSAs)

• General knowledge of assigned area's products and customer service activities.
• Proficient in MS Office applications.
• Ability to navigate computerized data entry systems or 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 and may vary based on knowledge, skills, experience, business needs, and location.

What We Offer

We embrace individuality and support diversity, equity, and inclusion. Our People First Culture celebrates these values as key to our success. We foster an authentic, inclusive workplace where you are encouraged to bring your whole 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 other benefits like an employee stock purchase plan.