What are the responsibilities and job description for the Customer Service Representative position at Berean Group International, Inc.?
Job title: Customer Service Representative
Hybrid position requiring candidates to be within driving distance of the Fort Mills, SC FA location.
Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions. Interface with customers typically by telephone, email or letter to handle queries/problems. Uses computerized systems for tracking, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization.
Essential Functions
- Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
- Verifies contacts and account information.
- Examines customer problems and implements appropriate corrective action to respond to customer requests.
- Escalates queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.
- Maintains and creates logs, reports, records and files.
- Investigates, coordinates and tracks a wide range of customer issues and problems.
- Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
- May interface with offshore call center to answer questions on process or specialized situations
- May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
- May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers.
Education
High School Diploma or equivalent (required)
Language Requirements
English – Speak, Read, Write
Overtime
Overtime may be available when additional support is requested.