Customer Service Representative - Remote Mortgage and Real Estate Support Specialist
Join the Team at ServiceMac: Where People Come First
ServiceMac is a pioneering sub-servicing entity revolutionizing the mortgage and real estate industries with cutting-edge technology, products, and personalized services. Backed by industry leaders and driven by a culture that prioritizes people, we've been recognized as one of the Fortune 100 Best Companies to Work For for ten consecutive years. Our commitment to diversity, equity, and inclusion has earned us numerous accolades, including awards as a best place to work for women, diversity, and LGBTQ+ employees. At ServiceMac, we're dedicated to fostering an authentic and inclusive workplace where everyone can thrive.
About Our Customer Service Representative Role
As a Customer Service Representative at ServiceMac, you'll play a vital role in delivering exceptional support to our customers in a remote setting. You'll interact with customers through web-based applications, email, or telephone to address queries, resolve problems, and provide timely solutions. This is a unique opportunity to join a dynamic team and make a meaningful impact in the mortgage and real estate industries.
Key Responsibilities
Customer Interaction: Interface with customers to resolve 1st and 2nd tier/escalation customer service calls, queries, and problems in a professional and courteous manner.
Information Verification: Verify contacts and account information to ensure accuracy and efficiency.
Problem-Solving: Examine customer problems and implement appropriate corrective actions to respond to customer requests.
Escalation: Escalate queries/requests for action to Supervisor and/or relevant parties/field locations for immediate attention.
Documentation: Maintain and create logs, reports, records, and files to ensure accurate tracking and follow-up.
Proactive Outreach: Make proactive calls to determine accounts requiring close attention, identify problems, and work towards resolution.
Collaboration: Interface with offshore call centers to answer questions on processes or specialized situations.
Billing and Order Fulfillment: Prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments. Receive orders, reconcile information, update systems, and follow up with customers.
Continuous Learning: Stay up-to-date with industry developments, products, and services to provide informed support to customers.
Requirements and Qualifications
Education and Experience
Education: High school diploma or equivalent required.
Experience: Generally, 2+ years of related customer service experience.
Knowledge, Skills, and Abilities (KSAs)
Product Knowledge: General knowledge of assigned area's products and customer service activities.
Technical Skills: Proficient MS Office skills and ability to navigate computerized data entry systems or other relevant applications.
Communication: Strong verbal and written skills, with adaptability, attention to detail, patience, and problem-solving abilities.
Customer Service: Excellent customer service skills, with a focus on delivering personalized support and solutions.
What We Offer
Compensation and Benefits
We offer a competitive salary range of $15.60 - $20.90 per hour, depending on experience and qualifications. Our comprehensive benefits package includes:
Medical, dental, and vision coverage
401k plan
PTO/paid sick leave
Employee stock purchase plan
And many more great benefits!
People-First Culture
At ServiceMac, we celebrate diversity, equity, and inclusion. We're committed to fostering an authentic and inclusive workplace where everyone can thrive. As an equal opportunity employer, we encourage you to bring your unique self to work and be part of our dynamic team.
Career Growth and Learning Opportunities
We're dedicated to helping our team members grow and develop their skills. With continuous learning opportunities, mentorship programs, and career advancement paths, you'll have the chance to take your career to the next level.
Work Environment and Culture
As a remote Customer Service Representative, you'll enjoy the flexibility to work from home and be part of a virtual team. Our company culture is built on the principles of respect, empathy, and collaboration. We prioritize open communication, feedback, and continuous improvement to ensure everyone has a positive and productive experience.
Why Join ServiceMac?
By joining ServiceMac, you'll become part of a pioneering company that's revolutionizing the mortgage and real estate industries. With a strong commitment to people, technology, and innovation, we're poised for growth and success. As a Customer Service Representative, you'll play a vital role in delivering exceptional support to our customers and making a meaningful impact in the industry.
How to Apply
If you're passionate about delivering exceptional customer service and want to be part of a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert application link]. We can't wait to hear from you!
Apply Now
ServiceMac is a pioneering sub-servicing entity revolutionizing the mortgage and real estate industries with cutting-edge technology, products, and personalized services. Backed by industry leaders and driven by a culture that prioritizes people, we've been recognized as one of the Fortune 100 Best Companies to Work For for ten consecutive years. Our commitment to diversity, equity, and inclusion has earned us numerous accolades, including awards as a best place to work for women, diversity, and LGBTQ+ employees. At ServiceMac, we're dedicated to fostering an authentic and inclusive workplace where everyone can thrive.
About Our Customer Service Representative Role
As a Customer Service Representative at ServiceMac, you'll play a vital role in delivering exceptional support to our customers in a remote setting. You'll interact with customers through web-based applications, email, or telephone to address queries, resolve problems, and provide timely solutions. This is a unique opportunity to join a dynamic team and make a meaningful impact in the mortgage and real estate industries.
Key Responsibilities
Customer Interaction: Interface with customers to resolve 1st and 2nd tier/escalation customer service calls, queries, and problems in a professional and courteous manner.
Information Verification: Verify contacts and account information to ensure accuracy and efficiency.
Problem-Solving: Examine customer problems and implement appropriate corrective actions to respond to customer requests.
Escalation: Escalate queries/requests for action to Supervisor and/or relevant parties/field locations for immediate attention.
Documentation: Maintain and create logs, reports, records, and files to ensure accurate tracking and follow-up.
Proactive Outreach: Make proactive calls to determine accounts requiring close attention, identify problems, and work towards resolution.
Collaboration: Interface with offshore call centers to answer questions on processes or specialized situations.
Billing and Order Fulfillment: Prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments. Receive orders, reconcile information, update systems, and follow up with customers.
Continuous Learning: Stay up-to-date with industry developments, products, and services to provide informed support to customers.
Requirements and Qualifications
Education and Experience
Education: High school diploma or equivalent required.
Experience: Generally, 2+ years of related customer service experience.
Knowledge, Skills, and Abilities (KSAs)
Product Knowledge: General knowledge of assigned area's products and customer service activities.
Technical Skills: Proficient MS Office skills and ability to navigate computerized data entry systems or other relevant applications.
Communication: Strong verbal and written skills, with adaptability, attention to detail, patience, and problem-solving abilities.
Customer Service: Excellent customer service skills, with a focus on delivering personalized support and solutions.
What We Offer
Compensation and Benefits
We offer a competitive salary range of $15.60 - $20.90 per hour, depending on experience and qualifications. Our comprehensive benefits package includes:
Medical, dental, and vision coverage
401k plan
PTO/paid sick leave
Employee stock purchase plan
And many more great benefits!
People-First Culture
At ServiceMac, we celebrate diversity, equity, and inclusion. We're committed to fostering an authentic and inclusive workplace where everyone can thrive. As an equal opportunity employer, we encourage you to bring your unique self to work and be part of our dynamic team.
Career Growth and Learning Opportunities
We're dedicated to helping our team members grow and develop their skills. With continuous learning opportunities, mentorship programs, and career advancement paths, you'll have the chance to take your career to the next level.
Work Environment and Culture
As a remote Customer Service Representative, you'll enjoy the flexibility to work from home and be part of a virtual team. Our company culture is built on the principles of respect, empathy, and collaboration. We prioritize open communication, feedback, and continuous improvement to ensure everyone has a positive and productive experience.
Why Join ServiceMac?
By joining ServiceMac, you'll become part of a pioneering company that's revolutionizing the mortgage and real estate industries. With a strong commitment to people, technology, and innovation, we're poised for growth and success. As a Customer Service Representative, you'll play a vital role in delivering exceptional support to our customers and making a meaningful impact in the industry.
How to Apply
If you're passionate about delivering exceptional customer service and want to be part of a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert application link]. We can't wait to hear from you!
Apply Now