• Provide first-level technical support regarding the installation, operation, and maintenance of products and applications, and respond to other types of incoming customer inquiries. • Build and maintain positive customer relationships by offering personalized solutions and ensure requests are handled appropriately by coordinating with various functions across the company. • Troubleshoot and resolve technical issues using established diagnostic tools and procedures. • Escalate customer issues as needed. • Responsible for accurate data entry using prescribed applications.

• Run CS performance day to day. Response times, resolution rates, CSAT, escalations — you monitor them, diagnose them, and drive them up. You're hands-on without micromanaging. • Leverage AI to solve ops problems at scale. When you see a repeating task, your first instinct is not to document it for the next hire. It's to ask whether a model, an agent, or a workflow automation can handle it — and then build or commission the solution. • Work directly with engineers to design systems. You write specs the same way a technical PM does: precise, structured, executable. You can sit in a design conversation with engineering and contribute real requirements, data flows, and edge cases. • Build and refine SOPs, workflows, and internal tooling. You document what works, kill what doesn't, and version-control the systems that run support. You think of SOPs as living code, not static PDFs. • Hire, onboard, coach, and escalate. You still run a team. You support hiring, training, and development for CS staff, and you remain the escalation point for the hardest customer issues. • Collaborate cross-functionally. Product, Engineering, Clinical, and Ops all intersect in support. You're the one who sees the pattern first and turns it into a ticket, a spec, or a meeting that matters. • Measure everything. Every change you make has a baseline and a target. If you can't tell whether something worked, you didn't design it right.

• You handle customer inquiries regarding orders, deliveries, and products • You manage orders, returns, and refunds in the system • You maintain and update customer data • You process complaints and special cases • You ensure a high quality standard in customer service and customer retention

Role Description Are you ready to take your career to the next level? Do you have the strong interpersonal skills necessary to uphold the superior vendor support reputation of ServiceLink, the best in the mortgage industry? If you are motivated and passionate about beginning a career in our industry, you will enjoy being a valued member of the Title & Closing team. This position carries the primary responsibility of maintaining a compliant vendor database while working closely with vendors to resolve concerns and discrepancies. If you proudly consider yourself a detail oriented, efficient and organized worker, consider joining ServiceLink, a company committed to providing the training which will support our employees in reaching their full potential of advancement. A Day in the Life - Review Work In Progress reports to ensure completion - Address inquiries from clients, borrowers, agents and internal staff - Develop relationships with our vendors and co-workers Who You Are - A penchant for excellence. You will use your strong attention to detail to maintain our quality standards. - The ability to multitask in a fast paced environment, especially the ability to meet tight deadlines for our clients. - Excellent verbal and written communication skills. Responsibilities - Review Work In Progress reports to ensure completion - Address inquiries from clients, borrowers, agents and internal staff professionally and in a timely manner - Process orders in accordance with ServiceLink and client requirements - Product knowledge inclusive of, but not limited to: Full Title Search, Institutional Lender Search, Institutional Lender Search with easements and restrictions, Property Report Search, Deed Copy Search, Updates, Mortgage Recordings with or without a bring down - Review vendor performance reports - Maintain open communication with team members and team leader - Develop relationships with our vendors and our co-workers - All other duties as assigned Qualifications - High School diploma or equivalent preferred - Practical work experience within real estate industry - Proven customer service skills - Proficiency with personal computers