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Customer Service Representative

  • Location: Santa Ana, CA
  • Job Type: Right to Hire
  • Ref No: 20-04233
  • Date: October 16, 2020
  • Job title:

Job Description - Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

Santa Ana, CA 




What You'll Do: 

  • Perform a host of customer service duties such as receiving calls and requests from internal FA partners, few selected lenders and external notaries.
  • Main job functionality is order fulfillment: to search for notaries to conduct loan transaction home loan closings. The Team uses an internal website that maintains the eligible list of notaries to search from. Easy training provided to the Team member.

Requires telephone communications in bound and outbound. Requires computer knowledge for light data entry; not considered extensive data entry work. All training is conducted side by side by a seasoned employee. All initial basis training is considered appropriate for 'entry level' positions.



With further training:

Team may receive technical-related questions from external notaries. Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.

- Verifies notary profile information. - Examines customer problems and implements appropriate corrective action to respond to customer requests. - Escalates queries/requests for action as appropriate to Supervisor for immediate action.

- May interface with offshore call center to answer questions on process or specialized situations - May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments. –

While industry related business skills are preferred, it is not required. Customer Service skills are preferred. When training is complete after a few months (2 – 3 months), rotation of schedule would require ½ day Saturday hours , once every 4 – 5 weeks only. Schedule would still be based on a 40 hour week but the week a Saturday is scheduled would be shortened to 36 hours during the week to accommodate for the 4 hours on Saturday.

Follows established company/department guidelines/procedures and may make recommendations to department policies and procedures. - Errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction. - Coordinates with other functions/departments as required.



Skills/Experience You'll Need: 

  • Proficient MS Office skills
  • Must be able to navigate a computerized data entry system or other relevant applications.
  • 1-2 years related experience in Customer Service, Inbound/Outbound Calls, and Data Entry Experience

 




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