Customer Success Agent

3 months ago

Ponte Vedra Beach, United States Freedom Mortgage Full time

The Customer Success Agent will support our company's call center operations. The purpose of the role is to provide exceptional service to our customers, answering their questions, and resolving their issues. Candidates are expected to provide energetic support and bring a positive attitude and willingness to learn. Ideal candidates should have the ability to multitask and be comfortable in a fast-paced work environment. This is a perfect place to display your top-notch communication skills as you listen, understand, engage, and respond to customers. We communicate with our customers over the phone and written communication like email or letter. It is also important to demonstrate patience, politeness, and empathy as you explain policies and procedures to customers, while always keeping a close eye on confidentiality and data security.

Essential Job Duties and Responsibilities include:

  • Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every interaction.
  • Providing information and knowledgeable assistance by pulling up account and loan information and relaying the information that customers need quickly and accurately.
  • Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required.
  • Working as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way.
  • Build positive and pleasant relationships with our customers, whatever the circumstances, helping them feel secure and well-looked-after.
  • Maintain regular and punctual attendance. Comply with all company policies and procedures.
  • Performs other related duties as assigned.
Education and/or Experience:
  • High School Graduate/GED
  • 0-1 Years related work experience preferred
Licensure, Certification, Requirements:

None required

Specialized Skills & Knowledge Requirements

N/A

People Management Level:

This position is an individual contributor.

Workplace Conditions:
  • Standing/Sitting/Walking: Occasionally: requires this activity up to 33% of the time.
  • Kneeling/Crouching/Squatting/Bending: Occasionally: requires this activity up to 33% of the time
  • Reaching/Working Overhead: N/A: does not require this activity.
  • Repetitive Hand Motion: Occasionally: requires this activity up to 33% of the time
  • Special Vision or Hearing Requirements: N/A: does not require this activity.
  • Pushing/Pulling (up to 20 pounds): N/A: does not require this activity.
  • Lifting/Carrying (up to 20 pounds): N/A: does not require this activity.
  • Driving: N/A: does not require this activity.

Equal Employment Opportunity:

We are committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

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