What are the responsibilities and job description for the Customer Service Representative position at HomeServices of Iowa?
Purpose of Position
The Customer Service Representative provides timely, quality customer service. Performs research necessary to respond to inquiries and gives assistance where needed to other departmental staff. Assists with special projects as needed. May provide direction/work assignments and training to other staff.
Primary Job Duties and Responsibilities (Essential Job Functions)
The Customer Service Representative provides customer support as needed. This support may include any of the following:
1. Receive customer orders from multiple channels including email, company website, and walk-in customers. Accurately and efficiently enter orders into the company’s order entry software system. Review orders for completeness, prioritize based on deadlines and urgency, and ensure timely entry so production can begin without delay.
2. Review invoices requiring adjustments, verify supporting documentation, and accurately process credit and debit memos in the system. Ensure timely resolution of discrepancies, communicate with appropriate departments as needed, and maintain accurate records of all adjustments.
3. Receive and respond to general inquiries. Direct customers to appropriate department for more complex inquiries. Handle complaints or transfer complaints to appropriate parties. Resolve problems as they arise through a request or as they are noticed during other involvement.
4. Provide additional support, which may include any of the following: computer input, produce reports, handle correspondence, track documents, process departmental mail, fax, copy, coordinate pickup and delivery with couriers, print and bind master abstracts, electronically store abstracts, and ordering office supplies.
5. May greet walk-in customers and handle their needs.
6. Perform other related duties as assigned.
Performance Expectations (Key Success Factors)
- Where possible, successfully convert customer inquiries into leads for sales offices and other Company affiliates.
- Provide excellent quality customer service in a timely manner.
- Perform responsibilities as directed within determined time frames and with a high degree of accuracy.
- Establish and maintain effective work relationships within the department and Company.
- Enhance job knowledge and abilities by taking personal responsibility for professional development and training.
- Maintain sensitive and confidential information regarding Company information.
- Attend work on a regular basis and support the Company’s employee policies and procedures, including workplace safety rules.
Position Requirements
- Knowledge, skill and mental development equivalent to the completion of a two-year college degree.
- Knowledge of real estate, title insurance or mortgage business preferred.
- Prior customer service experience.
- Excellent customer service skills.
- Strong computer skills.
- Effective communication (written and verbal) and interpersonal skills and the ability to work as a member in a team-oriented environment.
- Ability to work well under time pressures and to sometimes deal with upset customers.
- Detail oriented; ability to multi-task and change quickly from one task to another.
- This position may require a valid driver’s license with a clean driving record.
We offer a full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)
Equal Opportunity Employer
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.