Customer Service Representative

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

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.

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.
• Calls and issues are predominantly routine, but may require deviation from standard screens, scripts and procedures.
• May assess needs and suggest/promote alternative products and services.
• Works under general supervision
• Follows established company/department guidelines/procedures and may make recommendations to department policies and procedures.
• Errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction.
• Other duties as assigned

WHAT YOU’LL BRING

• 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.

Salary Range: $15.67 – $26.11 hourly

This hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting and is subject to change. The actual compensation offered will be determined by various factors, which may include a candidate’s education, training, experience, and geographic location.

Hours:  11 am – 8 pm ET (1 hour lunch) rotating Saturday (every 4 weeks) or 11:30 am – 8 pm ET (30 min lunch) rotating Saturday (every 4 weeks)

Training Hours:    9 am – 6 pm ET (1 hour lunch) (3 weeks, includes nesting period)

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.