This job has expired, please see additional jobs below
Escrow Support Team Lead
First American
Everett, WA, United States
Job Details - this job has expired, please see similar jobs below
Employees perform a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. The type of request may depend on the business segment e.g. escrow branches will deal with escrow-related calls. Insurance businesses may receive policy or claims related inquiries and SMS may receive technical-related questions. Interface with customers typically by telephone, letter, fax or email to handle queries/problems. Uses computerized system for tracking, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization.
Essential Functions
• Assists Supervisor and/or Manager with the management of daily activities over a group of CSRs who handle customer service inquiries and problems.
• Provides direction and guidance to less experienced team members. May assist in scheduling and coordinating team activities. Handles escalated and unresolved calls from those less experienced.
• Customer service issues range from 1st tier/routine to 2nd tier/complex. Resolves escalated calls. Analyzes customer needs, identifies problems, researches issues, and recommends solutions.
• May assist customers with billing inquiries. Resolve issues, track results. Prepare billing for customers; coordinate issues with collections and other departments.
• May visit client site which may result in additional sales, but goal is customer contact, servicing, and retention.
• May perform customer setup and installations. Order and install necessary equipment. Test to make sure order meets customer needs.
• May do training/product demonstrations. Training materials/manuals are usually provided. Customize to meet customer’s needs/applications. Training ranges from 1:1 to classroom to phone to web based to on site delivery.
• May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, follow-up with customers.
• May serve as liaison to offshore customers service operations providing training to entry level customer service reps; 2nd tier customer service resource.
Knowledge and Skills/Technology Used
• Requires extensive knowledge of the company’s products and services.
• Strong MS Office skills
• Strong knowledge of computerized data entry system or other relevant applications.
• Advanced problem solving skills
Typical Education
• High School diploma or equivalent required
Typical Range of Experience
• 1-3 years lead experience + some experience as CSR Sr
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.