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Customer Service Representative

IRVING-75017, TX, US
07/27/2019

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Required Skills

MS Office skills

Company

Infinity Consulting Solutions, Inc

Experience

1 to 3 Year(s)

Job Description

CUSTOMER SERVICE REPRESENTATIVE

IRVING, TX AREA

CONTRACT POSITION

ICS is hiring a Customer Service Representative for our Client in the Irving, TX area! Our ideal candidate will possess skills in customer service, commuynication, and organization.

The Customer Service Representative displays strong attention to detail and management characteristics as well as the ability to handle multiple tasks at a time.

WHAT YOU’LL DO:

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.

Interface with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.

Calls and issues are predominantly routine, but may require deviation from standard screens, scripts and procedures.

Verifiy contacts and account information.

Examine customer problems and implements appropriate corrective action to respond to customer requests.

Escalate queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.

Maintain and create logs, report, record and file.

Investigate, analyze, coordinates and tracks complex customer issues and problems.

Make 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.

Adhere tothe organization’s and department’s compliance and information security policies, practices, and procedures in the performance of the role.

May assess needs and suggest/promote alternative products and services.

Follow established company/department guidelines/procedures and may make recommendations to department policies and procedures.

Coordinate with other functions/departments as required.

SKILLS / EXPERIENCE YOU NEED

High School diploma or equivalent required

1-2 years customer service related experience

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.

High atttention to detail—errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.

Languages: English( Speak, Read, Write )