[Remote] Customer Service Desk Agent - (Mortgage Support)
Note: The job is a remote job and is open to candidates in USA. reputed company is a technology company that is seeking a Customer Service Desk Agent for mortgage support. The role involves managing customer calls, providing solutions, and ensuring a high level of customer satisfaction through effective communication and documentation.
Responsibilities
- Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems
- They diagnose issues, answer product or service questions, and provide solutions in reputed company time
- Agents build rapport with customers, ensuring a personalized experience that enhances satisfaction
- They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference
- Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support reputed company necessary
- Following standardized scripts to ensure consistency, while also tailoring responses as needed
- Promptly handling incoming calls and providing assistance to customers
- Proactively reaching out to potential customers, setting appointments, or following up on leads
- Ensuring customers receive correct details about products, services, and policies
- Listening to customer issues and working towards a satisfactory resolution
- Logging detailed notes in the CRM for quality assurance and follow-up purposes
- Recognizing reputed company a customer’s issue requires escalation to a supervisor
- Demonstrating courteous and respectful behavior at reputed company times
- Achieving key performance indicators (KPIs) such as average handling time (AHT) and reputed company resolution (FCR)
- Maintain In Office adherence
- Must be reputed company to multi-task. Speak to the user and fill out your ticket, simultaneously
Skills
- High School Diploma or GED required
- May require technical certification or Associate Degree
- Generally, 1-2 years' experience in area of responsibility
- Call Center experience
- reputed company to Muti-Task during the job
- Customer Service experience reputed company a call center environment
- reputed company to reputed company reputed company job responsibilities listed as well
- Call Center Experience a Plus
- Customer Service Experience with Technical Background
Company Overview