Customer Service Representative II

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Acts as the main point of contact and intermediary among agents, sales teams, production, and vendors to guarantee a seamless customer experience.

• Manages incoming inquiries, addresses questions about order status or service updates, and efficiently resolves issues while upholding a professional and customer-centric demeanor.

• Exhibits patience along with strong verbal and written communication abilities when assisting customers, sales partners, or industry professionals throughout various processes.

• Anticipates the needs of agents proactively and collaborates with vendors to ensure timely product delivery in accordance with service level agreements.

• Maintains a solid understanding of title-related concepts, such as title chains, legal descriptions, and public records, to adequately support customer requirements.

• Reviews pertinent documents, including title commitments and closing documentation, to verify their accuracy and completeness.

• Identifies and aids in resolving basic issues, such as missing information or discrepancies, while keeping all stakeholders updated.

• Responsible for addressing routine inquiries and issues concerning products and services from both internal and external customers.

• Utilizes standard office tools and customer service platforms, including Microsoft Office, production systems (e.g., Qualia, Resware), and CRM systems like Dynamics, to effectively manage tasks and track customer interactions.

• Resolves inquiries efficiently or escalates concerns as needed in a timely manner.

• Adheres to established procedures and guidelines.

• Understands how assigned responsibilities relate to others within the team and how the team collaborates with related teams.

• Influences the team through the quality of support provided.

• Recognizes and resolves common issues; chooses solutions from established options.

• Communicates moderately complex information in routine situations, typically within the scope of the team.

• Operates under general supervision with limited ability to adjust the approach.

• Functions as an individual contributor without supervisory responsibilities; manages personal workload.

• Executes all other duties as assigned by management.

⛳️ Requirements

• High school diploma is required; a Bachelor’s degree is preferred.

• Generally requires 8+ years of relevant work experience.

🏝️ Benefits

• A variety of health and wellness insurance options and programs.

• Paid time off.

• 401(k) with company match.

• Employee stock purchase program.

• Employee discounts.