Customer Service Associate Ii 🔥
- Provides customer support by CRM system, email, or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department
- Processes a high volume of customer inquiries of Black Knight products and services, and resolves a targeted percentage of those inquiries
- Troubleshoots customer problems, identifies the root cause of the problem, and uses tool resources appropriately to determine how to resolve customer problems
- When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues
- Updates customer information and ensures accurate entry of contact information
- Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time
- May provide guidance and/or mentoring to less experienced Customer Service Associates
- Performs other duties as required
- A high school diploma or GED is required for this role. Associates or Bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience
- Requires two (2) or more years of experience in a call center or customer service-related position in a service industry
- Knowledge of, or experience with, CRM tools (particularly Zendesk)
- One (1) or more years of financial services experience
- Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
- Excellent customer service skills that build high levels of customer satisfaction
- Excellent verbal and written communication skills
- Computer navigation and operation
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both independently and in a team environment