Job Description

Primary Purpose:

The Default Service Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing a relationship between our clients and their customers.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action.
• Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action.
• Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller.
• Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must.
• Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options.
• Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file.
• Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers.
• Provide superior service while showing empathy.
• Share feedback when training opportunities are identified.
• Promote teamwork through consistency, reliability, and group cohesiveness.
• Communicate effectively through oral and written communication.
• Consider process improvements on a continuous basis and shares opportunities with Leadership.
• Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality.

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)
• Must possess effective verbal and written communication skills along with a highly developed sense of integrity.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Must possess proficiency in ability to type while speaking to customers.
• Ability to work independently as well as in a team environment.
• Ability to successfully complete client requirements testing.
• Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns.
• Ability to adapt to new situations and learn quickly.
• High level of flexibility in a constantly changing environment
• Ability to multi-task and manage several systems daily.
• Ability to make decisions quickly by balancing company guidelines and customer needs.
• High degree of dependability, motivation, and flexibility
• Must comply with Brock and Scott Confidentiality Agreement
• Has “thick skin” and can handle complaints and unpleasant customers.

Desired Skills:

• Ability to type a minimum of 45-50 words per minute.
• Previous experience in legal, insurance or banking industry preferred.
• Previous call center experience required.
• Some College
• Bilingual a plus

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