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Sr. Customer Service Representative (Team Lead)
Summary
Title:Sr. Customer Service Representative (Team Lead)
ID:1782
Department:Customer Service
Location:Houston, TX
Description

Summary:

A Sr. Customer Service Representative is a seasoned agent with the responsibilities to effectively address customer inquiries as the initial point of contact with the company. The primary responsibility of the agent is to handle incoming call volume.

 

Responsibilities:

 

  • Answering inquiries

  • Resolving problems

  • Fulfilling consumer request

  • Maintaining daily team and individual goals

  • Clarifying desired information for consumers questions

  • Researching and fulfilling request by clarifying desired information,

  • Completing transactions (entering payments, task, complaints as needed)

  • Transfer calls as needed

  • Following established policy & procedures

  • Keeping job knowledge updated

  • Accept ownership of all individual actions

  • Team building skills and people skills

  • Good Listener

  • Be able to Multi-task

  • Escalating unresolved problems; Receive and review 2nd Talk Offs

  • Properly update and document all systems as necessary

  • Help agents with questions as one on one throughout customer service

  • Assist with projects dealing with Customer Service

  • Monitor who’s on / Live Chat

  • Send Daily Inbound Report on Team Numbers

  • Email SMS Portfolio Referral Forms

  • Give feedback on agents quality of Customer Service to Manager weekly (give update for improvements)

 

Qualifications/Skills:

 

  • 2-4 years direct customer service experience

  • Extensive process knowledge

  • Key organization skills

  • Clear Phone and verbal communication skills

  • Ability to identify process gaps and trends

  • Preferred knowledge of using OnBase

  • Preferred knowledge of processing all types of Correspondence/ACDV’s

  • Flexibility concerning job functions and scheduling

  • Ability to maintain confidential information

  • Ability to use cognitive skills to determine resolutions to customer inquiries

  • Excellent communication skills and ability to work with a diverse team

  • Excellent work ethic and integrity

  • Detail-oriented, analytical, and extremely organized

  • Ability to work individually with minimal supervision

  • Computer proficient with various MS Office applications and efficient typing skills

  • Must become Company certified in compliance with the FDPCA

 

 

Educational Requirements:

 

  • HS Diploma or equivalent

     

 

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