Customer Service Representative

Education Requirements

• High school diploma or GED required.
• Strong computer skills and ability to navigate multiple systems while assisting customers.
• Ability to accurately document customer interactions and service requests.

Experience Requirements

• Customer service experience required, preferably in a call center, contact center, retail, hospitality, banking, mortgage, housing, or financial services environment.
• Demonstrated job stability with at least 1 year of tenure in each of the last 3 positions.
• Experience handling high-volume customer interactions while maintaining professionalism and accuracy.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to work a flexible schedule and adapt to changing business needs.

Preferred Qualifications

• Experience supporting customers with account inquiries, service requests, billing questions, or issue resolution.
• Previous experience meeting call center performance metrics, including quality, productivity, and attendance goals.
• Ability to multitask while navigating systems and documenting customer information.
• Strong attention to detail and commitment to delivering exceptional customer experiences.

Job Duties

• Handle high-volume inbound customer calls regarding accounts, mortgages, housing-related inquiries, permits, and service requests.
• Provide professional, accurate, and customer-focused support while resolving questions and concerns.
• Research account information and identify appropriate solutions to customer issues.
• Document customer interactions, updates, and resolutions within company systems.
• Complete post-call activities accurately and efficiently.
• Meet established performance goals related to customer satisfaction, quality, adherence, and productivity.
• Collaborate with team members and leadership to ensure consistent service delivery.
• Maintain confidentiality and compliance with company policies and procedures.

Training & Work Environment

• Participate in a 4-6 week training program conducted onsite Monday through Thursday and remotely on Fridays (8:00 AM - 5:00 PM CST).
• After training, transition to a hybrid schedule with 4 remote days and 1 onsite day per week.
• Must have hardwired internet service (Wi-Fi not permitted) and a distraction-free workspace for remote work.
• Work in a structured, fast-paced customer service environment with a strong focus on professionalism and service excellence.