Hybrid-Ready Contact Center Associate

Cotality; Austin (TX); Hybrid; USD 42,981,000 - 57,308,000; Full time

Benefits offered by this job

Time off: Generous PTO and holidays

Health options

Job summary

Cotality in Austin, Texas is hiring a Contact Center Customer Care Associate to join a fast-paced production environment. You will greet clients professionally, resolve mortgage escrow and tax questions, and ensure customer satisfaction through accurate, systematized support.

New hires undergo four weeks of onsite training, then a hybrid schedule with 1 day onsite and 4 days remote. The role emphasizes KPI targets, data accuracy, and professional conduct in a customer-focused setting.

Qualifications

• High school diploma, GED or equivalent.
• 1+ years of experience in a customer service/customer support role.
• 1+ years of tech proficiency with MS Office, MS Teams, or Google Suite and a client management system.
• Ability to work in a structured, high-volume, fast-paced environment while maintaining attention to detail.
• Must meet or exceed personal KPIs and adhere to schedules.

Responsibilities

• Manage inbound call inquiries (approximately 22–25 per day) for mortgage escrow and tax questions.
• Identify customer needs, researching across multiple portals to provide accurate solutions.
• Document discussions and use multiple systems for next-level resolution.
• Master use of contact center tools (Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9).
• Consistently meet or exceed production metrics and quality KPIs.

Skills

Customer service

MS Office

MS Teams

Google Suite

KPI driven

Education

High school diploma or GED

Tools

Salesforce

Cisco Finesse

Calabrio

Five9

Job description

Cotality in Austin, Texas is hiring a Contact Center Customer Care Associate to join a fast-paced production environment. You will greet clients professionally, resolve mortgage escrow and tax questions, and ensure customer satisfaction through accurate, systematized support.

New hires undergo four weeks of onsite training, then a hybrid schedule with 1 day onsite and 4 days remote. The role emphasizes KPI targets, data accuracy, and professional conduct in a customer-focused setting.