Customer Success Agent - Call Center Representative

Freedom Mortgage; Florida; On-site; USD 32,000 - 42,000; Full time

Job summary

Freedom Mortgage in Jacksonville, FL is seeking a Customer Success Agent to support our Call Center operations. You will answer inquiries, resolve issues, and provide energetic, respectful service to customers over the phone and in writing.

The role requires strong communication, patience, and an ability to adapt in a fast-paced environment. The ideal candidate has a high school diploma and 0–1 year related experience.

Qualifications

• High School Graduate/GED
• 0-1 years related work experience preferred

Responsibilities

• Answer inbound and outbound calls, deliver exceptional service to every customer.
• Pull up loan information and provide accurate information quickly.
• Adhere to schedules, multitask, meet deadlines, and provide verbal and written responses as required.
• Work with a team to explain policies and find solutions to inquiries in a positive way.
• Build positive relationships with customers to help them feel secure and well-looked-after.
• Maintain regular, punctual attendance and comply with all policies and procedures.
• Performs other related duties as assigned.

Skills

Customer service

Call center

Communication

Education

High School Diploma/GED

Job description

Summary:

Must be local to Jacksonville, FL. The Agent, Customer Success will support FMC's Call Center operations. The purpose of the role is to provide exceptional service to our customers, answering their queries, and resolving their issues. Provide energetic support and bring a positive attitude and willingness to learn. Ability to multitask and be comfortable in a fast-paced work environment. Top-notch communication skills, as you listen to, understand, engage with, and respond to customers - that includes over the phone, or via written communication like email or letter. Provide patience and politeness as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security.

Essential Job Duties and Responsibilities include:

• Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every customer.

• Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately.

• Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required.

• Working as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way.

• Build positive and pleasant relationships with our customers, whatever the circumstances, helping them feel secure and well-looked-after.

• Maintain regular and punctual attendance. Comply with all company policies and procedures.

• Performs other related duties as assigned.

Education and/or Experience :

• High School Graduate/GED

• 0-1 Years related work experience preferred

Licensure, Certification, Requirements:

None required

Specialized Skills & Knowledge Requirements

N/A

People Management Level:

This position is an individual contributor.

Workplace Conditions:

• Standing/Sitting/Walking: Occasionally: requires this activity up to 33% of the time.

• Kneeling/Crouching/Squatting/Bending: Occasionally: requires this activity up to 33% of the time

• Reaching/Working Overhead: N/A: does not require this activity.

• Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time

• Special Vision or Hearing Requirements: N/A: does not require this activity.

• Pushing/Pulling (up to 20 pounds): N/A: does not require this activity.

• Lifting/Carrying (up to 20 pounds): N/A: does not require this activity.

• Driving: N/A: does not require this activity.

Environmental Risks:

Exposure to hazardous materials, chemicals and/or fumes: N/A

Equal Employment Opportunity:

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.