Position Title:  

Homeowner Service Center Representative

Position Purpose: 

To provide exceptional customer service by providing inbound callers (homeowners, future homeowners, attorneys, real estate professionals, etc.) with clear, concise and complete information by responding to their questions, concerns or comments.  As the initial point of contact for callers, the person in this role needs to realize they are the “voice” and knowledge base of the company. 

Primary/Essential Duties & Responsibilities

  1. Communicates regularly with Homeowners, vendors, employees etc.

  2. Answers the phone and responds to caller’s requests.

  3. Transfers calls to appropriate extensions when required.

  4. Identify, research, and resolve customer issues using the computer systems and data base.

  5. Follow up on customer inquiries not immediately resolved.

  6. Maintains data base, updating changes as they occur

  7. Research minor accounting/financial issues.

  8. Recommend improvements to Homeowner Service Center.

  9. Assists in other areas as needed.

 Knowledge & Skill Requirements: 

  1. High School diploma or general education degree (GED); or one to three months related experience and/or training: or equivalent combination of education and experience. 

  2. Excellent organizational skills

  3. Proven customer service skills

  4. Possess excellent written and verbal communication skills. 

  5. Strong computer skills including MS Office experience.  Customer service software experience is a plus, willingness to learn proprietary software is required.

  6. Multi-tasking skills – ability to effectively communicate via phone while data entering or researching information in data base, internet or other resources at the same time.

Physical Demands & Work Environment

  1. This job operates in a clerical, office setting.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

  2. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  3. This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.