Duration: 12 Months
Title: Customer Service Representative
Skills:
TECHNICAL Required Skills:
1. Strong Customer Service background
2. Solid troubleshooting experience
3. Exceptional Communication Skills
4. Professional Attitude
5. Windows Troubleshooting
6. Configuration/Set Up ? Printers
7. Configuration/Set Up Home ? Broadband
8. MS Office
TECHNICAL Desired Skills:
1. Enterprise Blackberry set up and support
2. ACT!
3. MS Certifications (MCSE, MOUSE, A+, Network+)
4. DOS Command Line
APPLICATION Required Skills:
1. Strong Customer Service background Strong Customer Service background
5. Solid troubleshooting experience
6. Exceptional Communication Skills
7. Professional Attitude
8. Mortgage Industry knowledge (processing/closing/origination/decisioning)
9. Process Flow Analysis
10. Previous Windows Based application support
Roles and Responsibilities:
Responsibilities
Provide customer service support by phone, voicemails, and additional manners ie emails on occasion.
Evaluate customer's concerns and report to management on help desk support issues.
Report on trends to team leads and supervisor.
Make every attempt to turn unhappy customers into satisfied customers.
Explore customer options and explain support policies.
Make judgment calls on problems that should be escalated to management.
Fully troubleshoot each issue using available tools including knowledge documents.