Remote Customer Service Associate II (Work From Home Jobs/Hiring ASAP)

Position:
Customer Service Associate II

Job Description:
SUMMARY

Provides customer support to business customers via CRM system, instant message, or email. Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service related issues, will move customer to appropriate Product Support Representative. Performs other administrative duties as requested.

RESPONSIBILITIES

Provides customer support by CRM system, email, or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department
Processes a high volume of customer inquiries of Black Knight products and services, and resolves a targeted percentage of those inquiries

Troubleshoots customer problems, identifies the root cause of the problem, and uses tool resources appropriately to determine how to resolve customer problems
When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
Tracks and documents inbound support requests and ensures proper notation of customer problems or issues

Updates customer information and ensures accurate entry of contact information
Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time
May provide guidance and/or mentoring to less experienced Customer Service Associates
Performs other duties as required

MINIMUM REQUIREMENTS

A high school diploma or GED is required for this role. Associates or Bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience
Requires two (2) or more years of experience in a call center or customer service-related position in a service industry

PREFERRED QUALIFICATIONS

Knowledge of, or experience with, CRM tools (particularly Zendesk)
One (1) or more years of financial services experience
Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
Excellent customer service skills that build high levels of customer satisfaction

Excellent verbal and written communication skills
Computer navigation and operation
Demonstrates effective people skills and sensitivities when dealing with others
Ability to work both independently and in a team environment

Although target pay range may vary by work location, a representative pay range is $21.00 – $24.00/hour.  Eligible to participate in medical, dental and vision insurance, life insurance and disability insurance, 401(k) plan and employee stock purchase plan. Eligible to participate in the discretionary annual performance bonus.

EEO Statement:

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

Location:
Remote

Time Type:
Full time