Customer Support Specialist

Description

We are seeking a friendly and attentive customer service professional to join our company as a Customer Support Specialist. This position centers on effectively serving and strengthening the nationwide user base of our advanced publishing systems. As the front line of contact for the company, our Customer Support Specialists must present themselves in a professional manner while relying on their experience, good judgment and interpersonal skills to meet the challenges and needs of our customers regarding inquiries received via phone and email.

Industry

This position is part of our residential division, which provides communication solutions in both print and digital formats to condominiums, cooperatives and homeowners associations throughout the United States and Canada.

Responsibilities

• Ensure timely resolution of all phone and email inquiries regarding our products and services.
• Assist property managers, real estate agents, title/escrow agents, mortgage processors, prospective buyers, and homeowners while selecting products on our web-based ordering systems.
• Ensure timely delivery of products based on state regulatory requirements for residential loan closing transactions.
• Act as a liaison to facilitate communication between our clients and web-based users.
• Maintain up-to-date and accurate documentation of inquiries, events and transactions in our proprietary system.
• Calculate, validate and report daily operational performance metrics for the department(s).
• Research, define and submit client change requests to Account Management and Product Development departments.
• Accurate and timely escalation of reported issues to management, Helpdesk and Software as needed.

Experience

At least two years of experience in the mortgage, title and/or real estate industries is preferred, in such positions as customer service, product support, mortgage loan processor, loan closer, loan funder, title processor, title searcher, title examiner or title clerk. Thorough knowledge of real estate transactions, loan documents, residential underwriting principles, titles to land/homes, settlement statements and title insurance commitments is also preferred.

Education

A bachelor’s degree is preferred. Equivalent work experience, with excellent references, will also be considered.

Personal Attributes

• Candidates must be able to adapt to both routine and unique inquiries within a set of established parameters.
• Ability to articulate and explain our products and solutions.
• Resourcefulness and problem-solving skills.
• Excellent written communication skills.
• Strong interpersonal skills.
• Ability to adapt to change.
• Punctuality.
• Reliability.
• Attention to detail.

Technical Skills

• Candidates must have general technical skills, including proficiency with Internet tools, telephone systems and software, and other common tools.
• Familiarity with Microsoft Word and Excel is required.

Benefits

We offer a comprehensive benefits package that includes medical, dental, life and long-term disability insurance; 401(k) with matching; paid holidays and paid time off.

Equal Opportunity Employer

We are an equal opportunity employer. No agency inquiries accepted.

Compensation

Salary