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Cotality · 4 weeks ago

Senior Customer Care Associate

Dallas, TX

Full-time

Hybrid

Mid, Senior Level

$38K/yr - $46K/yr

3+ years exp

Cotality is a company focused on making the property industry faster, smarter, and more people-centric. The Senior Customer Care Associate will act as a point of escalation for Tier 1 Customer Care Associates, resolving complex customer issues while maintaining high standards of professionalism in a fast-paced environment.

Property InsuranceReal EstateSoftware

Responsibilities

Successfully manage inbound tax inquiries escalated from Tier 1 customer care agents on behalf of a Cotality client regarding mortgage escrow and tax questions, acting as an extension of our client

Actively and accurately participate in new hire training support (i.e. chat, side-by-sides, etc.)

Identify customers’ needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers

Actively and accurately documents discussions of inquiries and leverage internal tools/processes for next-level resolution needs

Leverage and master the use of multiple contact center management systems/agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9 or ZOOM International)

Effectively consider the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders

Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels

Act in a professional and appropriate manner always, and adhere to a strict schedule, meeting attendance guidelines

Qualification

Customer service experienceContact center softwareTax industry experienceAttention to detailProfessionalism

Required

High school diploma, GED or equivalent

3+ years of experience in a customer service/customer support role

Tax/banking/mortgage/real estate industry servicing experience

3+ years of hands-on tech proficiency in contact center/ workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio

Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail

Must successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines