Position SummaryThe Customer Service Representative will provide effective and efficient service to internal and external customers. This position must have in depth knowledge of DocMagic products and services. The Representative must have at all times, a friendly and positive attitude when answering calls, assisting customers and in the work environment. This position will follow the policies and procedures of the department in order to drive the company vision.     
Essential Functions

• The CS Representative will be proficient in DocMagic product and services.
• Follow internal team policy by staying logged in to the phone queue, communicating with team member’s, cell phone usage at the desk and others as required.
• Performs daily tasks with minimum to no supervision and assistance. 
• Communicate effectively with internal and external clients.
• Will prioritize open items by sense of urgency and will excecute and complete items. 
• Will proficiently write emails to clients, summerize calls and comment on tickets.
• Adhere to attendance and time management of shift, breaks and lunch.
• Keep updated on processes and produres to maintain excellent quality assurance when assisting customers on the phone and throughout their experience. 

Other Skills 

• Works as a team player and builds strong working relationship by collaborating with peers, and those across the company.
• Ability to work in a positive friendly manner at all times and inspire the company’s culture.
• Must be well-organized, extremely detail-oriented and willing to take ownership of responsibilities.
• Completes assignment on time or advises in advance of delays.
• Excellent time management, organizational and communication skills.
• Ability to exercise sound judgment and decision making skills.
• Ability to work well under time limits, handle multiple tasks concurrently and prioritize responsibilities.
• Strong problem solving skills with ability to identify and correct situation.
• Takes risks to innovate and create better solutions for the job, department and the company. 

Other Duties 

In addition to performing the essential functions of the job this position may require other duties as assigned. Duties, responsibilities and activities may change at any time with or without notice.

Required qualifications 

• High School degree
• 1 year of customer service experience
• 2 years of computer knowledge and communicating on a phone.
• 2 years’ experience working with Excel, Word, Outlook.
• Mortgage industry experience and knowledge preferred.

Physical Demands/Equipment 

These are the physical demands and work equipment used for this position.

The employee will constantly hear, talk and use near, far and peripheral vision. Frequently the employee is required to talk, stand, sit, twist/turn and use hands and fingers. On occasion the employee will be reaching, walking, climbing stairs, bending and grasping. Rarely will the employee push/pull, squat, lift/carry 10+ pounds.

This job operates in a professional office environment and uses standard office equipment such as computers, phones, filling cabinets, fax and photocopiers.