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Customer Service Rep - Yakima, WA

Company: First American
Location: Yakima
Posted on: January 12, 2022

Job Description:

Company Summary

Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for six consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

Job Summary

Join our amazing Yakima, WA team as a Customer Service Rep! Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions. Interface with customers typically by telephone, email or letter to handle queries/problems. Uses computerized systems for tracking, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization.

Essential Functions

  • Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
  • Verifies contacts and account information.
  • Examines customer problems and implements appropriate corrective action to respond to customer requests.
  • Escalates queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.
  • Maintains and creates logs, reports, records and files.
  • Investigates, coordinates and tracks a wide range of customer issues and problems.
  • Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
  • May interface with offshore call center to answer questions on process or specialized situations
  • May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
  • May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers.
    Knowledge and Skills/Technology Used
    • General knowledge of company products and customer service activities.
    • Proficient MS Office skills
    • Must be able to navigate a computerized data entry system or other relevant applications.
      Typical Education
      • High School diploma or equivalent required
        Typical Range of Experience
        • Generally has 2+ years of related experience
          First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.

          Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

Keywords: First American, Yakima , Customer Service Rep - Yakima, WA, Sales , Yakima, Washington

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