Customer Service Representative

Position Mission

The Customer Service Representative is responsible for fostering a customer-focused front office environment, streamlining front office operations, and collaborating with other Homewise departments to ensure exceptional customer service.

Reports to: Office Manager

Classification: Full-time, Non-Exempt

Supervisory Responsibilities: No

Essential Duties and Responsibilities

• Opens and closes the office promptly, ensuring front desk coverage during business hours (7:50 AM - 5:05 PM daily).
• Greets and assists Homewise guests professionally and courteously, creating a welcoming atmosphere while handling customer inquiries and connecting them with the appropriate department (Home Purchase Advisors, Loan Servicing, etc.).
• Assists Home Purchase Advisors (HPAs) by conducting customer information lookups, scanning documents, managing class certificates, preparing intake packets, and entering relevant data into the STARS database.
• Maintains an organized, welcoming front lobby to create a positive first impression. Assists customers with inquiries and ensures they are directed to the right resources.
• Manages Homewise class logistics, including sending reminders, entering data, confirming participation, and preparing certificates and sign-in sheets for trainers.
• Supports Loan Servicing by assisting with client inquiries, processing payments, providing escrow explanations, printing statements, and maintaining an accurate daily payment log.
• Receive and process miscellaneous checks according to finance, real estate sales, and loan servicing requirements.
• Supports the Office Manager and Community Development team by assisting with meeting room setups, equipment preparation, and stocking necessary supplies.
• Creates badges for new hires and assigns appropriate access to systems and physical spaces to ensure seamless onboarding.
• Provides administrative and operational support to other internal departments assigned by the supervisor.
• Utilizes STARS, Outlook, Teams, and other electronic tools to improve customer service efficiency and streamline operations.
• Adheres to all Homewise policies, procedures, and applicable regulations.

• Customers receive professional, timely service, ensuring a positive first impression and seamless connection to the appropriate department.
• The office runs efficiently, with organized work spaces, accurate administrative support, and timely opening/closing.
• Effective coordination with HPAs, Loan Officers, and other teams enhances the customer journey.
• Class logistics, loan servicing tasks, and document management are handled promptly and correctly.
• Effective use of systems and adherence to policies streamline operations, ensuring compliance and efficiency.
• Proactive support to other departments contributes to the overall success of Homewise.

• Customer Service – Highly responsive to internal and external customer requests, consistently exceeding expectations while adhering to Homewise, Inc. Customer Service Standards.
• Listening Skills – Listens actively to understand others' viewpoints, anticipates customer needs, and offers innovative solutions.
• Communication Skills – Clearly presents issues both orally and in writing.
• Flexibility and Adaptability – Quickly adjusts to changing priorities and conditions, effectively managing complexity and change.
• Problem-Solving Skills – Analyzes problems thoroughly to understand underlying causes before identifying solutions.
• Accountability – Takes ownership of responsibilities and is committed to achieving meaningful results.
• Computer Skills – Proficient in Microsoft Excel, Word, Outlook, Loan Origination software, Windows, and other relevant applications.
• Independence – Works effectively with little or no supervision.
• High Standards – Holds oneself to the highest level of performance, consistently striving for excellence.

• High school diploma or equivalent

• Ability to travel as needed.
• Availability to work flexible hours, including evenings or weekends, as needed.

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