Inbound Mortgage Customer Service Specialist
Allied Solutions
Customer Experience Analyst
Trenching and Excavation Safety Taskforce (TEST)
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide premium service experiences to customers of high-end products
- Resolve customer inquiries and troubleshoot technical product issues across phone, email, chat, and SMS
- Analyze workflows, identify process gaps, and recommend improvements to enhance team efficiency and customer satisfaction
- Monitor trends in customer concerns to proactively inform operational decisions
- Collaborate with internal teams and stakeholders to drive process enhancements
- Support onboarding and education for new product owners
- Participate in client discussions and provide insights on service performance and operations
Requirements
- 3-5 years of experience in customer service or contact center operations
- High school diploma or GED; or equivalent combination of education and experience
- Demonstrated ability to analyze data, processes, and performance metrics
- Strong communication skills (written and verbal)
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Adaptability to a fast-paced and evolving work environment
- (Preferred) Bachelors or associate degree
- (Preferred) Previous technical support experience, preferably with consumer electronics
- (Preferred) Experience in BPO or contact center management with exposure to operations strategy
- (Preferred) Proven track record of identifying opportunities for process improvements and executing changes
- (Preferred) Familiarity with human behavior analysis or A/B testing is a plus
- Must be authorized to work in the US without restrictions
