Customer Service Representative Job at Robert Half (Phoenix)

Job Description

We are looking for a customer-focused Customer Service Representative to support homeowners with timely, accurate, and detail-oriented assistance in Phoenix, Arizona. This Long-term Contract position is ideal for someone who enjoys resolving questions, managing high-volume customer interactions, and contributing to a positive service experience. The role offers the chance to work in a fast-paced environment where strong communication, sound judgment, and attention to detail are essential.

Job Responsibility

Respond to incoming calls from homeowners and provide clear guidance on account-related questions, online account access, escrow matters, and payoff requests
Place outbound calls to follow up on delinquent accounts, with particular attention to early-stage past-due balances and appropriate next steps
Recognize customers who may qualify for refinancing solutions and connect them with the appropriate internal team for further support
Direct inquiries and escalated concerns to the correct departments to ensure efficient issue resolution and continuity of service
Maintain a courteous, solutions-oriented approach during every interaction while working to deliver a smooth and positive customer experience
Use internal servicing platforms and related tools accurately to document interactions, complete account activities, and support daily operations
Partner with colleagues across departments to resolve issues, improve service outcomes, and support overall operational effectiveness
Consistently achieve service standards, productivity goals, and quality expectations established for the role

Requirements

At least 1 year of experience in a customer-facing position, ideally in a call center or high-volume phone support setting
Experience in mortgage servicing, such as collections, property tax, insurance, payoff processing, or general mortgage customer support, is preferred
High school diploma or equivalent is required
additional college education is a plus
Ability to work flexible schedules, including part-time or extended hours based on business needs
Strong interpersonal skills with the ability to communicate effectively and adapt to a wide range of customer personalities
Willingness and ability to learn internal servicing systems and apply them effectively in daily work
Background in either mortgage operations or customer service within a call center environment is highly desirable