Customer Service Clerk II

CUSTOMER SERVICE AGENTFirst American/Source One Services has a job opportunity. Work in a team-friendly environment. Must be production and quality oriented; able to make quick decisions.Job Responsibilities:Interact daily with Real Estate Agents to handle inquiries, assign and follow-up on all BPO orders:Required Experience:One year experience in an escalated, incoming call center environment
Excellent phone management skills
Basic Computer and Internet skills
DependableQualifications
Assigning & Follow - UpJOB ACCOUNTABILITIES AND PERFORMANCE EXPECTATIONS
JOB ACCOUNTABILITIESHandle assigning and follow-up of all orders:
oResolving hard-to-locate subject properties;
oWorking with non-cooperating points of contact;
oPartnering with mentoring representatives;
Makes decision to reassign orders to new Representatives.
Makes decision for order upgrade and communicates requests.
Performs at superior production levels demonstrated by qualifying for performance bonuses.
Manage exception orders such as portfolios and new client test orders.
Resolves escalated/difficult order issues in follow - up and assigning.
Recognizes and supports all department directives and objectivesKEY SKILLSPays strict attention to order details: Reads customer requirements and instructs the Field Associate.
Displays a sense of urgency: Knows time is critical in every order.
Makes good decisions quickly.
Phone management: identifies representatives' needs in a timely manner.
Writes condensed, effective service notes.
Assumes responsibility: Learns client special requirements, communicates them to the Field Associates accurately.PERFORMANCE EXPECTATIONSMaintains benchmark or higher production levels as determined by department manager.
Assigns and resolves issues efficiently and effectively in the most expedient and economical way to meet client requirements.TEAMWORK
Works with peers and management in forthright, supportive manner.
Brings conflicts to manager in a proactive manner.
Treats others with respect, dignity and professional courtesy.
Role models teamwork behavior.RESPONSIBILITY AND INITIATIVE
Attendance: communicates any schedule variances with manager in advance.
Manage activities and priorities to get desired results.
Acts to consistently improve productivity and quality of products and work process.
Sees work through to successful completion.
Accepts responsibilities and focuses on solutions.
Knowledge of clients special requirements and interprets requirements accurately to Representative.
Demonstrates a solid knowledge of company's business to determine cause of problems in processes and procedures.
Works independently to resolve problems.
Uses knowledge to resolve intricate order issues.JUDGMENT AND DECISION-MAKING
Identifies and takes action within scope of job to solve problems while exhibiting sound judgment and a systematic approach to decision-making.
Identifies and communicates problems and concerns through appropriate channels.
Handles confidential information appropriately.
Makes consistently mature decisions that are beneficial to client, representative and company.ORAL AND WRITTEN COMMUNICATION
Provides relevant, timely and accurate information: Writes substantive and concise notes effectively and efficiently.
Understands and follows oral/written directions accurately.
Communicates ideas, opinions and disagreements in a tactful manner, respectful of the dignity of all concerned.
Conducts self with professional business-like decorum in all communications.ADHERENCE TO POLICY AND GUIDELINES
Consistently adheres to company policies and procedures while performing job duties.
Addresses routine issues in a manner that is consistent with established solutions.The First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.
REQUIREMENTS
Please see Job Description