Customer Care Escalations

Dallas, TX, United States

At CoreLogic, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Customer Care Senior Associate. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you'll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine. As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities will include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat. You can handle challenging customers effectively, with confidence, and exhibit less reliance on additional support. To excel in this role, showcasing an unwavering positive attitude and communicating with clarity and ease in every interaction will be essential to your success. We foster a learning culture that encourages personal and professional development, enabling you to thrive and reach your full potential.

JOB DUTIES

Manages inbound inquiries on behalf of client, acting as an extension of our client

Acts confidently in their role with little reliance on additional support

Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue

Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)

Builds product and process knowledge to effectively interact with customers, within business guidelines

Identify customers' needs, research client systems, utilize tools to interpret and analyze data

Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)

Ability to handle challenging customers effectively

Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate

Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate

Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs.

Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels

May assist with escalated issues per business guidelines

Meet personal/team production metrics and quality targets

Must adhere to strict schedule and meet attendance guidelines

Job Qualifications:

JOB QUALIFICATIONS High school diploma, GED or equivalent is required; bachelor's degree preferred

3+ years previous experience in a customer support role required

Tax/banking/mortgage/real estate Industry experience required

Passion for service excellence

Strong written and verbal communication skills along with excellent customer service and active listening skills

Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change

Strong computer skills to retrieve, query, update systems using multiple screens simultaneously

Organization and time management skills to operate effectively in a fast paced, high-volume environment.

Typing ability of 35wpm+

Demonstrated knowledge of and experience with Microsoft

Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail

Ability to identify customer issues and identify appropriate tasks

Must successfully adhere to schedule, attendance and required deliverables/deadlines.

Demonstrates patience and empathy and have the ability to work collaboratively with others

Annual Pay Range:

37,700 - 41,600 USD

CoreLogic benefits information can be found here: http://www.yourcorebenefits.com/. Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.

CoreLogic's Diversity Commitment:

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

EOE AA M/F/Veteran/Disability:

CoreLogic is an Equal Opportunity/Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. CoreLogic maintains a Drug-Free Workplace.

Please apply on our website for consideration.

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