What are the responsibilities and job description for the Customer Service Representative 2 position at AMERITITLE LLC?
JOB OVERVIEW: Under general supervision, the CSR will handle more complex customer inquiries and issues, providing in-depth knowledge and ensuring customer satisfaction.
Key Responsibilities
Responds promptly to complex customer inquiries via phone, email, and/or in-person.
Provides accurate, valid, and complete information by using the right methods and tools.
Handles escalated customer complaints, providing appropriate solutions and alternatives within the time limits, and follows up to ensure resolution.
Identifies and assesses customers’ needs to achieve satisfaction. Troubleshoots customer issues and escalate to higher-level support when necessary.
Troubleshoots complex customer issues, coordinating with other departments as necessary. Follows-up with customers to ensure resolution and satisfaction.
Communicates clearly and effectively with customers and team members.
May assist the sales team with customer follow-ups, communications, and events.
Tracks customer interactions and maintain customer databases, as requested.
Assist in training and mentoring junior customer service representatives.
Performs other duties as assigned.
Minimum Qualifications
Education:
High school diploma or equivalent required.
Experience:
2-3 years of customer service experience.
Skills:
- Excellent verbal and written communication skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Strong problem-solving and critical thinking skills.
- Ability to handle complex and escalated issues.
- Proficient in MS Office Word, Excel, PPT, and Teams.
LICENSE/CERTIFICATION:
N/A
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
WORKING CONDITIONS
PHYSICAL ACTIVITIES
Never
(0%)
Seldom (5%-30%)
Occasional (30%-70%)
Constant (<70%)
Ascending or descending ladders, stairs, scaffolding, ramps, poles, etc.
Moving self in different positions to accomplish tasks in various environments, including tight and confined spaces.
Remaining in a stationary position, often standing or sitting for prolonged periods.
Moving about to accomplish tasks or moving from one worksite to another
Adjusting or moving objects up to 20lbs in all directions.
Communicating with others to exchange information.
Repeating motions that may include the wrists, hands and/or fingers.
Operating machinery and/or power tools.
Operating motor vehicles or heavy equipment.
Assessing the accuracy, neatness and thoroughness of the work assigned.
ENVIRONMENTAL CONDITIONS
Never
(0%)
Seldom
(5%-30%)
Occasional (30%-70%)
Constant (<70%)
Low temperatures.
High temperatures.
Outdoor elements such as precipitation and wind.
Noisy environments.
Hazardous conditions.
Poor ventilation.
PHYSICAL CONDITIONS
Never
(0%)
Seldom (5%-30%)
Occasional (30%-70%)
Constant (<70%)
Sedentary work that primarily involves sitting/standing.
Light work that includes moving objects up to 20lbs.
Medium work that includes moving objects up to 50lbs.
Heavy work that includes moving objects up to 100lbs or more.
