May Include:

• Understand customer requirements for products and/or services provided by client (Fannie Mae) and assist in appropriate actions to satisfy those requirements, including but not limited to maintaining 90% SLA; follow up on work orders two – three times per week, or as needed; update client on progress, delays, or problems at the work site.
• Responsible for broker/REO specialist relationship management, working directly with brokers or REO specialists
• with jobs, follow up with them on scheduling of work, when work was completed, and/or status of open work orders.
• Database Integrity – enter and update each work order with every interaction made pertaining to the work order; included name of contact made, phone number, email address if applicable, reason for the interaction and next steps.
• Identify problems and customer satisfactions issues, expected to resolve/escalate to Motili management immediately.
• Respond to all incoming calls and email communications; expectation that messages from customers to be returned within one (1) business hour of receipt, if not returned immediately.
• Interact politely and effectively with customers, fellow employees and business partners.
• Receive or give direction mainly to contractors that Motili works with so that they understand fully what the job entails and what they need to do in order to complete the job, any special requests that the client has made or requires in order to close out a job; and effectively works as part of a team.
• Identify improvement processes as necessary to maintain high quality, efficient, cost-saving processes across all tasks.
• Assist in development of services such as plumbing and electrical. The Job Management team has been helping develop these service offerings through regular communication with our contractor network .
• Maintain and keep the confidentiality of all customer, client and company information in accordance with the confidentiality agreement signed at the commencement of employment with Motili.
• Participate in additional projects/activities to support ongoing business needs.

Nature and Scope:

• Takes direction from lead and works within well-defined instructions
• Complies with all Company policies and procedures as well as Federal, State and local regulations

Knowledge and Skills:

• Strong working knowledge of the industry and job management practices and procedures Demonstrated learning skills; ability to quickly learn the aspects of the Company as well as the role Knowledge of and proficiency with electronic and information systems
• Strong knowledge of MS Office – Excel, Word, PowerPoint, & Outlook - Email/scheduling, spreadsheets
• Background using Project Management software tools – preferred
• Excellent customer service background and relationship management skills and negotiation skills
• Problem solving, de-escalating and resolving conflicts within a work setting
• Attention to detail and accuracy, effective organizational and time management skills
• Ability to apply discretion, good judgement & decision-making skills and strong work ethics & integrity on the job Effective verbal and written communication skills including interpersonal skills; establish positive work relationships Strong team player, results orientated, dedication to excellence and sense of urgency to achieve business objectives Ability to work flexible hours to accommodate account/client needs

Experience :

• 1-2 years of successful customer service / marketing experience

Education :

• High School Diploma or GED equivalent required
• Two-year Technical or Business Degree or equivalent combination of education plus experience desired
• OSHA 10 or 30 training – preferred (As an employee, Motili will pay for this training – online)

Physical Requirements / Working Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations. 
• Work hours may occasionally extend beyond standard including days.

Pay grade:

• $20.85-26.08

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities #ZR1