Note: The job is a remote job and is open to candidates in USA. Unisys is a technology services company that is seeking a Customer Service Desk Agent for Mortgage Support. In this role, the agent will manage incoming calls, diagnose issues, and provide solutions while ensuring customer satisfaction and proper documentation of interactions.
Responsibilities
- Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems
- They diagnose issues, answer product or service questions, and provide solutions in real time
- Agents build rapport with customers, ensuring a personalized experience that enhances satisfaction
- They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference
- Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary
- Following standardized scripts to ensure consistency, while also tailoring responses as needed
- Promptly handling incoming calls and providing assistance to customers
- Proactively reaching out to potential customers, setting appointments, or following up on leads
- Ensuring customers receive correct details about products, services, and policies
- Listening to customer issues and working towards a satisfactory resolution
- Logging detailed notes in the CRM for quality assurance and follow-up purposes
- Recognizing when a customer’s issue requires escalation to a supervisor
- Demonstrating courteous and respectful behavior at all times
- Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR)
- Maintain In Office adherence
- Must be able to multi-task. Speak to the user and fill out your ticket, simultaneously
Skills
- High School Diploma or GED required
- May require technical certification or Associate Degree
- Generally, 1-2 years' experience in area of responsibility
- Call Center experience
- Able to Multi-Task during the job
- Customer Service experience within a call center environment
- This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government
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