Customer Service Analyst

Description

Job Title:

Customer Service Analyst

Date Revised:

12/05/2025

Department:

Customer Service

Status:

Hourly, Non-Exempt

Reports to:

Customer Service Manager

Position:

The purpose of Customer Service is to facilitate orders from the time they are accepted until the time they are submitted by the appraiser, which includes speaking to appraisers, clients, handling updates and managing issues/deficiencies along the way. It is also their duty to provide excellent service which will ensure client retention and growth.

Primary Duties:

• Being the first line of action when an individual calls in. Quantified incoming calls (20-30 per rep), Quantified outgoing calls (40-60 per rep)
• Confirm who is calling and what file it pertains too. If there is not a Customer Service issue or update, they are to transfer to the correct employee.
• Daily chain of tasks: NPAS email, System messages/updates, Call Lates, Call for submission confirmation on Due orders, Accepted, Holds, Re-call Late Files, Review file, Check new Accepted for contracts/star rate appraisers. 
• Communicate order status with other departments, vendors, clients.
• Loop managers in with internal issues if no resolution for over 48 hours.
• Manage a pipeline of 200-300 orders.

Occasionally a situation may present itself that some responsibility overlaps departments, if you are unsure of what direction to take, seek advice from your supervisor.

Second Level Tasks: (To be discussed with Supervisor and potentially designated)

• Third Party Non-Integrated websites depending upon client needs.
• Helping team out with questions when supervisor unavailable
• Overtime is available seasonally for certain tasks (messages/lates) on evenings or holidays while no manager is present.

Performance Measurement: Progress is measured through 90-day and annual employee evaluations. The evaluation process includes being evaluated against the company’s objectives.

• Attendance: Measures the employee’s punctuality and reliability.
• Job Knowledge: Measures how well the employee handles assignments with minimal direction.
• Required training/seminars/course completed in a timely manner.

Personal Relations: Measures the employee’s ability to get along with supervisors, peers, customers and appraisers alike.

• Operational Standards: Measures the employees’ work and how it relates to the standards of the company.
• Customer Satisfaction: Measures how fast, friendly, and accurate service is provided to each customer.

Requirements

Qualifications:

Education: High School Diploma or equivalent.

Remote Work Requirement: must have strong computer skills. The ability to self-diagnose simple computer issues like Wi-Fi, running windows updates, set up computer/ docking station/ screens.

Must have the ability to associate and work well with others including co-workers, vendors, suppliers and customers.

Must have 1-3 years’ experience in the customer service field or related field.

Must have strong phone skills - Being able to communicate effectively, good listening skills, deal with difficult calls, problem solve.

Be able to work in a fast-paced environment.

Must be able to multitask.

Skillsets which are a plus:

General knowledge of mortgage/processing, underwriting or appraisals.

Bilingual speaking.

Job Environment:

Work From home. You must have a dedicated workspace where you have internet access and are able to take calls in a volume-controlled environment.

Working Hours: Monday – Friday, 8:30a.m. – 5:30p.m. Hours may change depending on business needs.

Predictable and regular attendance is required.

Physical Requirements: 

Prolonged periods of sitting (up to 7 hours) at a workstation operating a PC 

Heavy data entry (a significant amount of typing on a keyboard and repetitive motion with a mouse) 

Focusing/looking at a computer monitor for extended periods

Reading documents in print and electronically

Bending, twisting and stooping required on a regular basis

Use of a telephone to make and receive calls