Customer Experience Representative
Westcor Land Title Insurance Company®
full-time
Posted on:
Location Type: Office
Location: Maitland • Florida • United States
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About the role
- As the Customer Experience Representative, you will be the liaison between all of our departments to ensure our clients are receiving a seamless experience across touchpoints.
- Answer questions via phone calls and emails from homeowners, lenders, title companies, and attorney offices.
- Assist with inquiries about software issues, endorsements, policy corrections, and claim submission process to obtain final title policies.
- Represents the business with a positive attitude and professional appearance.
- Direct point-of-contact for team member inquiries, or concerns; respond to and resolve escalated or complex issues.
- Manage the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback.
- Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures, and remain within compliance guidelines.
- Assist with covering the receptionist desk including answering phone calls through a switchboard, routing calls to the appropriate parties and departments.
- Perform routine clerical tasks including mailing, faxing, filing, and scanning.
- Oversee the coordination of meeting meals for Executive team.
- Schedule, prepare agenda and lead monthly team meetings.
- Schedule, prepare and conduct monthly team training sessions.
- Assist with the interview processes for new candidates and new team member training.
Requirements
- 3+ years of customer experience manager experience or related
- Excellent listening, written and verbal communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Strong analytical and problem-solving skills
- Strong supervisory and leadership skills
- Self–Starter
- Ability to thrive in a fast-paced working environment and be a multitasker
- Must have poise and patience when dealing with customers
- Bilingual in English and Spanish, or other languages desired
- Strong Microsoft Office Suite experience (i.e. Excel, Word, etc.)
Benefits
- Health, dental, and vision benefits
- Employer-paid disability and life insurance
- Flexible spending accounts
- 401K with company match
- Paid time off and company-paid holidays
- Wellness resources
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience managementanalytical skillsproblem-solving skillssupervisory skillsleadership skillsmultitaskingattention to detail
Soft Skills
listening skillswritten communication skillsverbal communication skillsinterpersonal skillscustomer service skillsorganizational skillsself-starterpoisepatience