• Answer and service calls in a professional, timely and efficient manner. • Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training. • Listen attentively to customer needs and concerns; demonstrate empathy and patience. • Explore, analyze and respond to customers’ issues and concerns via phone, email, and through written correspondence. • Use decision-support computer software programs to respond to typical customer work/service order inquiries and requests. • Verify customers’ understanding of the servicing of their loan, and clarify/provide additional information as needed in order to answer questions and concerns. • Provide accurate and complete information to resolve issues, and follow up on any outstanding issues or commitments promptly and when promised. • Prepare complete and accurate call notes, written documentation, etc., and update customer files in the system. • Communicate effectively with individuals/teams to ensure high quality and timely responses and resolutions to customer requests. • Transfer misdirected customer requests to the right party, and escalate calls when needed. • Contribute ideas and suggestions to resolve problems, provide a great customer service experience, and/or improve productivity. • Participate in activities designed to improve customer satisfaction and business performance. • Stay current on changes in industry regulations. • Demonstrate and promote Guild Core Values. • Perform other duties as assigned.

Role Description Indeed Flex is seeking Customer Service Reps in Attleboro, MA for one of our clients. This position will be considered for Work From Home AFTER training based on candidate performance (at minimum 3 weeks onsite in Attleboro, MA; you will need to commute to this position daily during training). $400 SIGN-ON BONUS INCLUDED! - Sign-On Bonus to be paid $200 after 1st week - $200 after 4th week of employment - Sign-on bonus applicable for onsite positions only The Customer Service Representative I provides assistance in addressing and resolving customer inquiries for the company’s products or services. Work location address: 100 Rathbun Willard Drive, Attleboro, MA 02703 Schedule/Shifts Available: - Monday - Friday 10 am to 7 pm (CST) - Saturday 9 am to 5 pm (CST) with one assigned weekday off (will not be Monday) Performance Responsibilities: - Handle inbound customer communication, troubleshooting and diagnosing concerns - Determine resolution to ensure customer satisfaction while adhering to company policies - Provide follow-up with customers to ensure overall satisfaction - Maintain an accurate record and documentation of inbound telephone calls - Communicate with vendors to solve customer concerns - Comfortable with recurring call center tasks and high-volume call flow - Meet or exceed key performance standards and quality objectives - Navigation and use of multiple programs and working cross-functionally Qualifications - High School Diploma or GED - Ability to commute to Lewisville, TX office for training - Basic computer skills required - Customer service skills - Call Center experience - Tech experience a plus Benefits - Weekly Pay - Medical - Dental - Vision

Provide exceptional customer service through phone, email, and chat support, troubleshoot issues, build strong relationships with customers, and collaborate cross-functionally to enhance the overall customer experience.

• Respond to and resolve customer queries through all channels (including email, chat, and social media) • Help lead the global digital first support team, manage and monitor service delivery and customer satisfaction • Increase customer satisfaction and build loyalty • Handle escalations from the customer support team • Be an expert on Paddle features and assist in creating documentation • Facilitate a collaborative and inclusive environment • Work with team members to improve performance and ensure they reach their KPIs • Mentor and build strong relationships with direct reports • Responsible for onboarding new support specialists