Customer Service Representative

Duration: 5 months

Pay Rate: $22.00/hourly

Location: Irving, TX 75038

Hours: 9:30 AM - 6:00 PM CST

Job Summary

Are you looking for an engaging remote role in the real estate industry? Our client is seeking a Customer Service Representative as part of a production center, branch office or member of a title team.

Job Responsibilities

• Answering routine questions and issues about products and services from internal and external customers.
• Effectively resolves inquiries or escalates concerns in a timely fashion.
• Follows standard procedures and guidelines.
• Understands how assigned duties relate to others within the team and how the team integrates with related teams.
• Impacts own team through the quality of support provided.
• Recognizes and solves typical problems, selects solutions from established options.
• Communicates moderately complex information in routine situations, typically within own team.
• Works under general supervision with limited ability to modify approach.
• Individual contributor having no supervisory responsibilities; manages own workload.
• Performs all other duties as assigned by management.

Required Skills and Experience

• 2+ years of related work experience.
• Strong communication skills (both verbal and written) to interact effectively with clients and lenders.
• Active listening skills to understand and address customer concerns properly.
• Patience and empathy when dealing with stressful situations or confused customers.
• The ability to assess issues and determine the correct steps to resolve them.
• Critical thinking to handle escalated concerns or unique situations effectively.
• Proficiency in using call center software (e.g. CRM systems) and other office tools like email and word processors.
• Typing skills to quickly input and retrieve data.
• The ability to handle multiple cases simultaneously while ensuring accuracy.
• Staying organized when managing high call volumes.
• High accuracy in documenting customer interactions and processing information correctly to avoid errors.
• The ability to de-escalate tense situations with irate customers effectively, especially in cases of loan issues or payment disputes.
• High School Diploma required, bachelor's degree preferred.

Desired Skills

• A fundamental understanding of mortgage terminology (e.g. interest rates, escrow, loan types, etc.)
• Familiarity with the mortgage lifecycle (i.e. pre-approval, underwriting and closing.

nextSource is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure, and life experiences or for any other reason.

nextSource is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at talent@nextSource.com.

What nextSource Provides:

• Healthcare Benefits including Medical, Prescription, Vision & Dental Coverage | United Healthcare
• Voluntary STD & LTD | New York Life
• 401(k) Retirement Planning | Fidelity
• Discount Program

*You are Eligible to participate in the benefits program if you are considered a full-time employee of nextSource, working at least 30 hours per week on a consistent basis. Your coverage will be effective on the 1st of the month following 60 days of employment.