Customer Service Representative Job at First American Financial (Fort Mill)

Customer Service Representative

First American Financial

Location:
United States , Fort Mill

Category:
Customer Service

Contract Type:
Not provided

Salary:

16.07 - 21.41 USD / Hour

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Job Description:

Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions. Interface with customers typically by web-based application, email, or telephone to address queries/problems. Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization and do not have assigned clients.

Job Responsibility:

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 appropriate party/field locations for immediate action
Maintains and creates logs, reports, records, and files
Investigates, coordinates, and tracks a wide range of 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, update systems, and follow up with customers
Other duties as assigned

Requirements:

High School diploma or equivalent required
Generally has 2+ years of generally related customer service experience
General knowledge of assigned area’s products and customer service activities
Proficient MS Office skills
Must be able to navigate a computerized data entry system or other relevant applications
Strong verbal and written skills
Customer Service skill including adaptability, attention to detail, patience, and problem solving

What we offer: