Customer Service Associate

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Job Summary/Company: Sparks Group has partnered with a global company that is seeking Customer Support Associates for a hybrid opportunity near Oxford, MS, You must live in a commutable distance as this opportunity reports onsite each week. If you are looking for a fulfilling career in customer care this could be the perfect opportunity for you! As a Customer Care Associate you'll be the professional, welcoming voice of the company in a dynamic production setting. Your dedication to customer satisfaction will be paramount as you grow your skills. Please apply today!
Responsibilities : Manage customer inquiries: Respond to approximately 22-25 daily calls regarding mortgage escrow and tax questions for clients. Provide comprehensive solutions: Identify customer needs, research issues across up to 10 different systems, analyze data, and offer accurate solutions and guidance. Document and escalate: Thoroughly document customer interactions and use internal tools for efficient escalation when needed. Utilize diverse software: Master various contact center management systems like Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, or ZOOM International. Exceed performance goals: consistently meet or surpass individual production metrics and quality KPIs, including client contractual service levels. Maintain professionalism: Always act professionally and appropriately, strictly adhering to schedules and attendance guidelines. Additional Tasks and duties as assigned.
Qualifications/Background Profile : Required: High school diploma, GED, or equivalent. Proven experience: At least 2+ years in a customer service or support role. Tech-savvy: Proficient with Microsoft Office (especially Teams) or Google Suite, and experienced with client management systems. Adaptable and precise: Thrives in fast-paced, high-volume environments, maintaining exceptional attention to detail. Performance-driven: Consistently meets or exceeds KPIs, adheres to schedules, and delivers on deadlines. Tax/banking/mortgage/real estate industry servicing experience preferred. Contact Center experience strongly preferred. Must be able to pass an extensive background screening including criminal, education verification, employment verification, and a drug screen.
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Location:
Oxford

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