Customer Support

• Manage and respond to Customer Service Representative (CSR) email escalations.
• Regularly monitor/shadow with CSRs addressing opportunities to coach and celebrate.
• Evaluate business operations and processes to identify opportunities for improvement.
• Develop, update, and maintain training materials and the knowledge base.
• Serve as the primary point of contact in Customer Service for advanced CRM and SAP technical inquiries.
• Participate in technical meetings as subject matter expert and primary “tester” of technology.
• Collaborate with cross-functional teams to design and implement technical solutions.
• Identify and recommend automation solutions for returned mail processes.
• Manage the closure of attorney, tenant, and other service-related forms, addressing process breakdowns.
• Support outage communications and alerts in coordination with the Customer Advocate.
• Deliver “train-the-trainer” sessions in CRM for Customer Service and other departments.

Customer Service Technical Lead

Customer Care Representative

Coordinator, Customer Services Training

Field Customer Care Specialist

Field Customer Care Specialist