Customer Support Representative in Lansing, MI at Staffing Now

Job Description

SNI Companies has partnered with a reverse mortgage company in Lansing, MI and looking to hire Customer Support Representatives to work on-site in the Lansing, MI office.

Customer Support Representative will handle high volume incoming calls in the Borrower Care Department.  Associates will manually answer calls as they come into the queue. Once a call is answered, the Associate will pull up the caller’s referenced loan profile in the system, verify the identity of the caller to ensure they are an authorized party on the account, read system notes from previous calls on the account, and attempt to answer questions and solve problems as applicable.
 

Duties and Responsibilities:

• Field incoming calls in a timely manner throughout shift.

• Identify customer questions, complaints, concerns, and overall needs.

• Provide sufficient answers and solutions to all customer queries.

• Handle customer complaints respectfully and professionally.

• Redirect customers to appropriate departments and teams when appropriate.

• Follow up with callers on complaint/question status, ensure resolution.

• Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.

• Follow all communication procedures, policies, and guidelines during every customer interaction.
 

Qualifications:

- 1 year high volume call center or customer service experience, basic computer skills, clean background and reliable transportation.
 

Education:

• High school diploma or equivalent (GED) required.

 Work schedule:
Monday - Friday 8:00 am-5:00pm (100% in office)

Pay Rate: $16.50 hourly - $17.00 hourly