Customer Service Specialist I handling inbound mortgage loan inquiries for Carrington Mortgage Services. Providing assistance through a hybrid schedule with customer service duties and responsibilities.
About the role
- Customer Service Specialist supporting clients at Ottimate's AI-powered accounts payable platform. Addressing inquiries and collaborating with internal teams for customer satisfaction.
Responsibilities
- Provide prompt and courteous responses to general customer inquiries in alignment with our current customer service level agreements (SLAs).
- Collaborate with team members within the Support or Customer Success groups to address customer inquiries and issues.
- Actively participate in team meetings and training sessions to stay informed about product updates and improvements.
- As a part of the Scaled Customer Success program manage a high volume of accounts using a one-to-many approach.
- Assist the Scaled Customer Success Managers in preparing data and presentations related to annual renewal proposals and quarterly business reviews.
- Respond to and resolve customer inquiries regarding their account with Ottimate.
- Collaborate with experts in specific areas to address complex customer issues.
- Escalate issues to leadership as necessary to ensure a high level of customer satisfaction with our product and service levels.
- Seek oversight and assistance from managers when addressing challenging customer queries or technical issues.
- Collaborate with higher-level team members to enhance skills and knowledge in the resolution of customer problems.
Requirements
- Previous experience in a customer-facing role is preferred.
- Basic understanding of technical support concepts and troubleshooting techniques.
- Strong English communication skills with the ability to convey technical information in a clear and concise manner.
- Collaborative mindset and willingness to seek assistance and guidance when needed.
- Familiarity with Jira, Freshdesk, Salesforce, Maxio or similar systems is a plus.
- Familiarity with Accounting terminology is a plus.
- Familiarity with ERP Integrations is a plus.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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