Customer Service Desk Agent - (Mortgage Support) Remote

Key Functions

• Answering and Routing Calls: Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems.
• Problem Solving: They diagnose issues, answer product or service questions, and provide solutions in real time.
• Customer Engagement: Beyond mere call handling, agents build rapport with customers, ensuring a personalized experience that enhances satisfaction.
• Documentation: They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference.
• Follow-Up: Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary.
• Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.
• Answering Inbound Calls: Promptly handling incoming calls and providing assistance to customers.
• Making Outbound Calls: Proactively reaching out to potential customers, setting appointments, or following up on leads.
• Providing Accurate Information: Ensuring customers receive correct details about products, services, and policies.
• Resolving Complaints: Listening to customer issues and working towards a satisfactory resolution.
• Documenting Interactions: Logging detailed notes in the CRM for quality assurance and follow-up purposes.
• Adhering to Scripts: Following standardized scripts to ensure consistency, while also tailoring responses as needed.
• Managing Call Escalations: Recognizing when a customer’s issue requires escalation to a supervisor.
• Maintaining Professionalism: Demonstrating courteous and respectful behavior at all times.
• Mutliple Tasks: Must be able to multitask during the job.
• Meeting Performance Targets: Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR).

Requirements

• A High School Diploma or GED is required.
• May require technical certification or an Associate Degree.
• Generally, 1-2 years’ experience in the area of responsibility.
• Call Center experience is generally required.
• Must be able to multitask.
• Customer Service experience within a call center environment is preferred.

Qualifications

• Must be eligible for any required authorizations from the U.S. Government due to the role requiring access to export-controlled commodities and technology.

Benefits

• Unisys is an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Pay

Details regarding pay are not specified in the job posting.

Schedule

Details regarding the schedule are not specified in the job posting.