Customer Service Representative (Inbound Call Center Rep Duties)

POSITION SUMMARY

The Customer Service Representative processes requests for title documents received via email and phone, as well as client requests, and be able to respond professionally and accurately to those inquiries. Possesses in depth knowledge of the entire title management process including mail and document handling, Title Follow-up, Release, Relocations, Duplicates, etc.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Ability to listen and respond appropriately and professionally to calls and emails regard title issues and inquiries.
• Ability to interact appropriately with client contacts, auto dealers, DMV representatives to resolve questions or customer service issues.
• Ability to maintain various client requirements and act accordingly for multiple clients at one time.
• Complete various title transactions within the full title management scope (releases, pulls, corrections, duplicates, etc).
• Review account and title histories and provide thorough, accurate updates to clients including title status, password resets, billing questions.
• Work exception accounts and reporting, determine root cause and take appropriate actions for resolution based off of client/scenario/timing.
• Ability to look deeper into an account or issue and identify potential system or process issues.
• Escalated follow-up and situational accounts.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)

• High school diploma.
• AA degree or higher preferred. Experience in industry can be substitute.
• 2-4 years’ related experience (Preferred).

MINIMUM JOB SKILLS, ABILITIES AND QUALIFICATIONS

• Excellent written and verbal communication skills.
• Strong attention to detail.
• Strong listening and reading comprehension skills to handle incoming inquiries.
• Ability to analyze data and present recommendations based on outcomes of analysis.
• Strong work ethic and excellent time management skills.
• Strong interpersonal skills and ability to work well with people throughout the organization.
• Willingness to maintain a professional appearance and provide a positive company image.
• Willingness to work non-traditional shifts which meet the needs of the team and company.
• Ability to perform under minimal supervision.
• Accurate keyboarding skills.