Note: The job is a remote job and is open to candidates in USA. Unisys is a technology company that is seeking a Customer Service Desk Agent for mortgage support. The role involves managing customer calls, providing solutions, and ensuring a high level of customer satisfaction through effective communication and documentation.

Responsibilities

• Agents manage incoming calls by greeting customers and directing them to the appropriate departments using advanced call routing systems
• They diagnose issues, answer product or service questions, and provide solutions in real time
• Agents build rapport with customers, ensuring a personalized experience that enhances satisfaction
• They document customer interactions in CRM systems, ensuring every detail is logged for follow-up and future reference
• Agents may schedule callbacks, send follow-up emails, or escalate issues to higher-level support when necessary
• Following standardized scripts to ensure consistency, while also tailoring responses as needed
• Promptly handling incoming calls and providing assistance to customers
• Proactively reaching out to potential customers, setting appointments, or following up on leads
• Ensuring customers receive correct details about products, services, and policies
• Listening to customer issues and working towards a satisfactory resolution
• Logging detailed notes in the CRM for quality assurance and follow-up purposes
• Recognizing when a customer’s issue requires escalation to a supervisor
• Demonstrating courteous and respectful behavior at all times
• Achieving key performance indicators (KPIs) such as average handling time (AHT) and first call resolution (FCR)
• Maintain In Office adherence
• Must be able to multi-task. Speak to the user and fill out your ticket, simultaneously

Skills

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 1-2 years' experience in area of responsibility
• Call Center experience
• Able to Muti-Task during the job
• Customer Service experience within a call center environment
• Able to perform all job responsibilities listed as well
• Call Center Experience a Plus
• Customer Service Experience with Technical Background

Company Overview