Customer Service Representative

Who is Doc Magic

Doc Magic is the leading provider of digital solutions for the eMortgage industry, including regulatory compliance, document generation, eSignature, and complete eClosings. Doc Magic has been solving the mortgage industry's toughest challenges with innovative technology solutions since 1987. Today, we continue to lead the industry with award‑winning proprietary software, mobile apps, and web‑based solutions. Recent awards include Housing Wire naming Doc Magic a 2025 Tech
100 winner for the 13th year in a row, recognizing our innovation in digital lending and our impact on the industry, as well as key employees receiving Housing Wire Tech Trendsetter and Vanguard awards.

At Doc Magic, our culture is built on teamwork, innovation, and collaboration, which contribute to our reputation for excellence. We are committed to living these values every day. We offer competitive benefits, including comprehensive health coverage, paid time off, company‑paid holidays and a 401K with company matching. We also offer on‑site wellness classes, snacks and monthly food trucks. But it is not all about work;

we believe in building connections, from team‑building activities to our employee gatherings, we love coming together to celebrate. Join us and be a part of a team that values innovation and is committed to shaping the future of work.

The Customer Service Representative II will provide effective and efficient service to internal and external customers. This position must have in‑depth knowledge of Doc Magic 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 is intermediate level and will follow the policies and procedures of the department to drive the company vision.

• The Customer Service Representative will be proficient in Doc Magic products and services and will maintain the skills required for advanced Accuterm access.
• The position will carry a fair share of the workload assigned.
• Follow internal team policy by staying logged in to the phone queue, communicating with team members, cell phone usage at the desk, and other items, as required.
• Consistently provide quality service with no more than 5% of tickets having to be reworked or reopened.
• Establish a working relationship and communicate effectively with internal and external clients.
• Will prioritize open items with a sense of urgency and will execute and complete items within the internal SLAs promptly.
• Will proficiently write emails to clients and follow up with a response promptly on any rework or reopen items.
• Always take ownership of escalated or urgent requests and provide a quick resolution to the customer’s satisfaction.
• Adhere to attendance and time management of shifts, breaks, and lunch.
• Keep updated on processes and products to maintain excellent quality assurance when assisting customers on the phone and throughout their experience.

• Works as a team player and builds strong working relationships 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 assignments 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 the ability to identify and correct situations.
• Takes risks to innovate and create better solutions for the job, department, and company.

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

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.