Customer Service Representative - CSR

Job Title: Rep, Customer Service

Location: Jacksonville, FL 32258

Duration: Temp - 3 months

Pay Range: $20/HR - $21.46/HR (W2)

Schedule: 11:00 a.m. to 8:00 p.m. EST or 11:30 a.m. to 8:00 p.m. EST, plus 1 Saturday per month from 9:00 a.m. to 3:00 p.m. EST

Background: Standard background check including 7 years of employment and highest completed education; employee credit check required, no drug screening.

Job Description

We are seeking a Rep, Customer Service to join our team in a service-focused environment. The ideal candidate will have experience handling customer inquiries across multiple lines of business and a proven ability to resolve tier 1 and tier 2 issues while maintaining accurate records and timely follow-up.

Responsibilities:

• Interface with customers to resolve first and second tier calls, queries, and problems across call center and non-call center environments.
• Verify contact details and account information to ensure accurate handling of requests.
• Examine customer issues and implement appropriate corrective actions or escalate to supervisors or field teams as required.
• Maintain logs, reports, records, and files while tracking complex issues through resolution.
• Make proactive outreach to accounts requiring attention, identify problems, and drive resolution.
• Collaborate with offshore call centers to address process questions or specialized situations.
• Support billing activities, respond to billing inquiries, and coordinate with collections or other departments to resolve issues.
• Perform order fulfillment including receiving orders, reconciling information, tracking on spreadsheets, and following up with customers.
• Adhere to First American Corporation and departmental compliance and information security policies, practices, and procedures.
• Follow established guidelines and procedures and recommend improvements to departmental policies as appropriate.
• Coordinate with cross-functional teams to ensure timely and accurate customer support.

Required Skills & Qualifications:

• General knowledge of company products and customer service practices.
• Proficient MS Office skills with the ability to use spreadsheets and documentation tools.
• Ability to navigate computerized data entry systems and relevant business applications.
• 1–2 years of related customer service experience.
• High School diploma or equivalent.

Preferred Skills:

• Experience supporting inquiries in escrow, flood, tax, foreclosure, insurance policy or claims, or technical support domains.
• Experience handling billing research and coordination with collections.