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Customer Service Representative

  • Location: Santa Ana, CA
  • Job Type: Contract
  • Ref No: 21-02533
  • Date: May 04, 2021
  • Job title:

Job Description - Customer Service Representative

These jobs may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. The type of request may depend on the business segment e.g. escrow branches will deal with escrow-related calls. MISG may receive calls related to flood, tax or foreclosure related transactions. Insurance businesses may receive policy or claims related inquiries. PISG & SMS may receive technical-related questions. These jobs are generic for broad applicability across the organization. - Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems. - Verifies contacts and account information. - Examines customer problems and implements appropriate corrective action to respond to customer requests. - Escalates queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action. - Maintains and creates logs, reports, records and files. - Investigates, analyzes, coordinates and tracks complex customer issues and problems. - Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution. - 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. - May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers. - Individual is responsible for adhering to First American Corporation's and department's compliance and information security policies, practices, and procedures in the performance of the role. - Calls and issues are predominantly routine, but may require deviation from standard screens, scripts and procedures. - May assess needs and suggest/promote alternative products and services. - 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.



General knowledge of company products and customer service activities. - Proficient MS Office skills - Must be able to navigate a computerized data entry system or other relevant applications. 1-2 years related experience




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