Customer Service Rep - In Office

Customer Service Representative

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. This is an in-office role 5 x week in our Portland, OR.

How You'll Contribute

• 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

What You'll Bring

• High School diploma or equivalent required
• Generally, has 2+ years of generally related customer service experience

Knowledge, Skills, and Abilities (KSAs)

• 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.