Customer Service Reprensentative

Customer Service Specialist

Are you a problem solver with a passion for helping people? Do you thrive in a fast-paced environment and enjoy using technology to find solutions? If so, we want to hear from you! We are seeking a dedicated and detail-oriented Customer Service Specialist to join our team and provide exceptional support to customers with mortgage escrow and tax inquiries on behalf of a major client.

Training : New hires receive 4 weeks of comprehensive, instructor-led training, often administered via a virtual classroom, with on-the-job training and call shadowing. For the duration of training, this role is on-site Monday-Thursday, with the option to work remotely on Fridays. Training hours are Monday-Friday, 9 : 00 AM - 6 : 00 PM.

Schedule : Our center is open from 7 : 50 AM - 9 : 00 PM Eastern, Monday-Friday. Following training, employees can adopt a hybrid work model, with 1 day on-site (Thursday) and 4 days working remotely, based on individual performance. This model is subject to change based on business needs. Starting Week 7, employees may be assigned a schedule within our center's hours of operation (7 : 50 AM - 9 : 00 PM Eastern). Adherence to the assigned schedule is required, with no exceptions.

What You Will Be Doing : Manage approximately 22-25 inbound call inquiries daily, addressing mortgage escrow and tax questions for our client's customers. Identify customer needs, research using various systems (sometimes up to 10 different portals), and utilize tools to interpret and analyze data, providing accurate solutions and guidance. Educate customers on mortgage escrow and tax-related topics. Actively and accurately document discussions of inquiries and leverage internal tools / processes for next-level resolution needs. Master the use of multiple contact center management systems / agent desktop software solutions (e.g., Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya / Verint, Genesys, Five9, or ZOOM International). Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels. Maintain a professional and appropriate demeanor at all times, adhering to a strict schedule and meeting attendance guidelines.

Basic Qualifications : High school diploma, GED, or equivalent. 1+ years of experience in a customer service / customer support role. 1+ years of Tech proficiency with MS Office, with heavy use of MS Teams, or Google Suite and a client management system. Ability to work in a structured, high-volume, fast-paced environment while maintaining attention to detail. Must successfully meet or exceed personal KPIs, adhere to schedule / attendance, and meet required deliverables / deadlines.