Call Center Customer Care
| Company | Corelogic |
|---|---|
| Location | Rochester, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior |
Requirements
- High school diploma, GED or equivalent required; college degree preferred
- 1+ years of experience in an applicable customer support role required, or relevant education in lieu of experience
- Strong written and verbal communication skills along with excellent customer service and active listening skills
- Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
- Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
- Organization and time management skills to operate effectively in a fast paced, high volume environment
- Typing ability of 35wpm+
- Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
- Ability to identify customer issue and identify appropriate task
- Must successfully adhere to schedule, attendance and required deliverables/deadlines
- Demonstrates patience and empathy and have the ability to work collaboratively with others
Responsibilities
- Manages inbound inquiries on behalf of client, acting as an extension of our client
- Acts in a professional and appropriate manner while assisting with a resolution of the issue/question
- Builds product and process knowledge to effectively interact with customers, within business guidelines
- Identifies customers’ needs, research using various systems, utilizes tools to interpret and analyzes data
- Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
- Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
- Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
- Actively and accurately documents discussions of inquiries and leverage internal tools/process for next-level resolution needs
- Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
- Escalates issues according to business processes and timelines
- Meets personal/team production metrics and quality targets
- Must adhere to strict schedule and meet attendance guidelines.
Preferred Qualifications
- Tax/banking/mortgage/real estate Industry experience preferred
- Contact Center experience is a plus
- Demonstrated knowledge of and experience with Microsoft suite/products preferred