Description

Are you looking to join a team of driven professionals striving to create change in our community through Homeownership and education? consider a career with Homewise as a Customer Service Representative. Our Homewise mission is to create successful homeowners and strengthen neighborhoods so that individuals and families can improve their long-term financial well-being and quality of life. We empower and support clients with financial education and coaching, real estate services, affordable mortgage lending, and down payment assistance, loan servicing, refinance and home improvement lending.  We offer competitive pay, full benefits, retirement, tuition reimbursement, professional development, and growth opportunities.

Position Mission

The mission of the Customer Service Representative is to create a customer focused front office, implement efficient processes for front office operations, and collaborate with other Homewise departments to provide excellent customer service.

Essential Functions

The Customer Service Representative is responsible carrying out the following duties:

• Opens office by 7:55 AM and closes office at 5:05 PM daily and ensures front desk coverage during office hours.
• Greets Homewise guests in a professional, friendly and hospitable manner.
• Ensure that customers inquiring about homeownership, regardless of the method of contact (in person, phone, online), are connected to a Home Purchase Advisor to start their home buying journey.
• Provides responsive helpful customer service and support to all customers and potential customers including guiding them to appropriate Homewise department (in person and on the phone), basic customer information lookup, and scanning of customer documents as needed.
• Sorts and distributes mail and general mailbox email, including maintaining mailbox assignments.
• Maintains neat and orderly front lobby area to greet guests with a positive first impression.
• Provides administrative support for Homewise training classes including registering customers for classes and making reminder calls.
• Works closely with other internal departments including but not limited to Home Purchase team members, Loan Servicing, and Marketing to ensure best practices in service provided to customers.
• Supports other internal departments as defined appropriate by supervisor.
• Uses the Homewise, Inc. STARS database system, Outlook and other electronic tools to provide the best service to customers.
• Complies with all applicable regulations, policies and procedures.
• Full COVID-19 vaccination

Requirements

Competencies

• Customer service. Extremely responsive to internal and external customer requests; exceeding customers’ expectations. Abides by Homewise, Inc. Customer Service Standards.
• Listening skills. Listens to understand others viewpoints. Anticipates customer needs and offers innovative solutions.
• Communication skills. Able to clearly present issues – both orally and written.
• Flexibility and adaptability. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Computer skills. Competence in Microsoft Excel, Word, outlook; Windows and other software applications as appropriate.
• Detail oriented. Performs timely follow-up activities and completes tasks/projects.
• Work independently. Ability to work independently with little or no supervision.
• High standards. Expect personal performance to be nothing short of the best.
• Bilingual in both English and Spanish. Both written and verbal.

Education and Experience

• High school diploma or equivalent

Work Schedule

• Ability to travel as needed.
• Must be able to work flexible hours including evenings or weekends.

Physical Requirements

• This is largely a sedentary role.
• Must be able to occasionally lift up to 20 pounds