[Remote] Customer Service Desk Agent - (Mortgage Support)

Note: The job is a remote job and is reputed company 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 reputed company 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. reputed company 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