Customer Service Representative

2 weeks ago

Irving, United States IT Avalon Full time

Promotes Stewart services and solutions through various sales and marketing activities designed to ensure customer success while maximizing Stewart revenue and market share. Provides administrative and specialized operational support to sales representatives and/or sales teams to assist with the selling and closing of Stewart products in accordance with sales goals as specified by leadership.

Job Responsibilities

  • Responsible for answering routine questions and issues about products and services from internal and external customers
  • Effectively resolves inquiries or escalates concerns in a timely fashion
  • Follows standard procedures and guidelines
  • Understands how assigned duties relate to others within the team and how the team integrates with related teams
  • Impacts own team through the quality of the support provided
  • Recognizes and solves typical problems; selects solutions from established options
  • Communicates moderately complex information in routine situations, typically within own team
  • Works under general supervision with limited ability to modify approach
  • Individual contributor having no supervisory responsibilities; manages own workload
  • Performs all other duties as assigned by management

Skills/Experience:

  • Typically requires 2+ years of related work experience

Required Skills:

  • Strong communication skills (both verbal and written) to interact effectively with clients and lenders.
  • Active listening skills to understand and address customer concerns properly.
  • Patience and empathy when dealing with stressful situations or confused customers.
  • The ability to assess issues and determine the correct steps to resolve them.
  • Critical thinking to handle escalated concerns or unique situations effectively.
  • Proficiency in using call center software (e.g., CRM systems) and other office tools like email and word processors.
  • Typing skills to quickly input and retrieve data.
  • The ability to handle multiple cases simultaneously while ensuring accuracy.
  • Staying organized when managing high call volumes.
  • High accuracy in documenting customer interactions and processing information correctly to avoid errors.
  • The ability to de-escalate tense situations with irate customers effectively, especially in cases of loan issues or payment disputes.

Desired Skills:

  • A fundamental understanding of mortgage terminology (e.g., interest rates, escrow, loan types, etc.).
  • Familiarity with the mortgage lifecycle, such as pre-approval, underwriting, and closing.

Degree Requirements:

High school diploma required; bachelors preferred

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