First America
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Quakertown,
PA
These jobs may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies.
? Interfaces with customers to resolve 1st tier/routine to 2nd tier/complex customer service calls/queries problems.. Analyze customer needs, identify problems, research issues, and recommend solutions.
? Escalates queries/requests for action as appropriate to Supervisor and/or Field for immediate action.
? Maintain and create logs, records and files.
? May assist customers with billing inquiries. Resolve issues, track results. Prepare billing for customers; coordinate issues with collections and other departments.
? May visit client site which may result in additional sales, but goal is customer contact, servicing, and retention.
? May perform customer setup and installations. Order and install necessary equipment. Test to make sure order meets customer needs.
? May do training/product demonstrations. Training materials/manuals are usually provided. Customize to meet customer’s needs/applications. Training ranges from 1:1 to classroom to phone to web based to on site delivery.
? May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, follow-up with customers.
? May serve as liaison to offshore customers service operations providing training to entry level customer service reps; 2nd tier customer service resource
Job Qualifications Title experience and knowledge is a must.
? Requires extensive knowledge of the company’s products and services.
? Strong MS Office skills
? Strong knowledge of computerized data entry system or other relevant applications.
? Advanced problem solving skills
% of Travel Required None
Quakertown, PA
Quakertown, Pennsylvania
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