Customer Service Representative

"Customer Service Representative" 

***Must live in the Lansing, Michigan area***

$16.50-17.00 per hour plus bonus

Onsite in Lansing area Call Center Headquarters 

SNI Companies has partnered with a national reverse mortgage company and we are looking for hard working and outgoing candidates who who work well in team environments and who can handle high volume calls.

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.
• Perform duties and responsibilities with our customers’ satisfaction as your number one priority.

Skills and Abilities:

• Able to talk on the phone and navigate a computer at the same time.
• Able to read notes within the computer system to answer questions.
• Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
• Ability to multitask (i.e., document all calls in the loan record, send emails and/or faxes to callers, perform any follow-up work promised to a caller, etc….).
• Good verbal (speak clearly) and written communication skills, including ability to appropriately express empathy and concern if a caller communicates a hardship (such as a death or illness in the family), which occurs frequently as all borrowers are age 62+.
• Verifiable good attendance and reliability.
• Ability to communicate and interact with a variety of people, both externally with customers and internally with company team members and other departments.