Customer Service Representative

CBCInnovis - Pittsburgh, PA (30+ days ago)3.6


Overview
Company Details

In the mortgage credit reporting business since 1948, CBCInnovis continues to be committed to providing simple solutions to our customers' complex problems. A philosophy to provide careful attention to detail and superior service to each and every customer, each and every day has been the foundation of CBCInnovis' success. That's something our clients have depended on for over 60 years. What's best for our Customers, Employees and the Company drives every decision we make at CBCInnovis. We're in business to support our customer's success! CBCInnovis is currently hiring individuals with a service attitude.

Our Greentree, Pa location is home to our customer service position. In this role, our team members work to help our customers, and by extension the families to which they provide mortgages, by answering questions and solving problems related to credit report information or associated products or services. NO upselling, door-to-door sales, cold calls or telesales in this role!! Concerned you don't have the experience needed? Knowledge in credit reporting or mortgages is not necessary. We offer full, paid training, as well as regular opportunities for ongoing training and professional development. CBCInnovis is a promote-from-within organization! We are seeking candidates who have customer service experience, whether on the phone or face to face, and are committed to providing top notch service to our customers. We can help build your professional experience and knowledge in the mortgage & financial services industries! Join a company where you're not a number, you're a belief system.

Responsibilities

What we do:
A Customer Service Agent will take inbound phone calls to answer customer questions and solve problems related to the credit report or associated products or services. Individuals in this role are responsible for providing prompt, accurate and professional customer service in a fast-paced environment where information, processes and systems update regularly due to industry changes or technological enhancements. The questions and challenges faced by our customers will vary in complexity - some may be routine, such as how to order a product or service, while others may require additional research, such as troubleshooting technical errors across multiple systems. While most customer communication occurs over the phone, on some occasions fax or email may be used.

How we do it:
Through attentive communication, and with a positive service attitude, we provide memorable service that adapts to our customers' ever-changing needs. We answer questions, share our knowledge, and ensure our customers know that we are on their side in all we do. Although each problem we solve may be different, we strive to always do what is right for the customer. The focus of the position is to provide solutions and help to solve the problems that our customers face, while following applicable regulations, like the FCRA, and internal guidelines and procedures.

What our Team Members receive:
During the training period you receive classroom experience, which offers explanation, role play, and hands on practice. Once out of training you will be met with regularly by your team lead to review your quality of work and related customer service skills. Annually you will receive performance evaluation which will be completed by your department Supervisor and/or Manager. CBC endeavors to promote within. There are many opportunities for advancement and continued development!

How we are evaluated:
Most important to CBCInnovis is maintaining a service attitude. Our team members' ability to provide excellent customer service through empathy, timely service, positive attitude and willingness to seek a solution are of utmost importance. Customer Service Agents, in particular, have the opportunity to regularly self-evaluate their own performance in conjunction with their Team Lead and/or Supervisor. We have found that if our team members focus on a positive service attitude, the rest (quality, productivity, and attendance) fall into place.

Qualifications
Interested in being a part of our solution?

What it takes:
Excellent communication and interpersonal skills with an affinity for being on the phone
A friendly, positive, and energetic demeanor, with a strong ability to empathize
Solid problem-solving capabilities and analytical ability
An eagerness to learn, adapt to daily challenges, and improve personal skillset
Strong organizational and follow-through skills, with a high attention to detail
Ability to positively and proactively handle customer concerns and prioritize multiple tasks
High level of ownership, accountability, and initiative
Ability to respond to evaluative feedback and constructive criticism in a positive manner and make necessary adaptations for success

Shift:
Full Time Monday-Friday: 8am-5pm or 9am-6pm
Mandatory 4 week paid training M-F, 8am-5pm

Pay:
$13.00+ per Hour * Commensurate with experience

Employee Benefits:
Elective health and welfare insurance benefits include medical, prescription drug, HSA, dental, vision, life, and short/long-term disability coverage. Employees earn paid time off and can participate in 401K with company match and profit sharing. Plus, employee referral bonuses and role-based professional development opportunities.

CBC Innovis is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.