Customer Service & Production Assistant

Are you looking for a new career path? Do you have experience in legal, real estate, banking, abstracts, title work or customer service? We are an expanding abstract company seeking a Customer Service & Production Assistant. This is a full-time position, M-F, 9:30 a.m. to 6 p.m. with full benefits.

Summary:

Maintains customer service function and aids to facilitate the abstracting department in meeting customer requirements and expected turn around times.

Responsibilities:

1. Customer Service: Ensure prompt phone answering along with positive and professional response to caller's question/request. Follows up and takes appropriate action on customer concern or request. Monitors and processes incoming emails, faxes and website orders. Carefully reviews incoming orders to decipher special customer requirements and stamps order sheets appropriately. Acknowledges receipt of orders and gives client appropriate ETA. Constantly monitors progress of orders and communicates with the client should problems arise.

2. Production: Ensure all orders are printed, received and entered into MAS logging system. Locate, log, pull and prepare update orders and rechecks. Monitor pending file to assure return of completed file to customer within 24-48 hours. Ensure that clients are properly updated with information regarding file delays and given appropriate ETA. Follow up with abstractor if an order is going beyond a normal timeframe. Respond to client requests, take appropriate action and follow up to make sure request has been resolved. Research and resolve customer questions when possible. Research and resolve abstractor concerns/requests regarding customer files. Communicate with client and/or abstractor and complete necessary follow up. Monitor abstractor room outbox, match completed files and send for proofing. Monitor elevator for proofed files ready for pricing or further processing. When possible, complete additional requests requested from proofing (i.e. missing tax printouts, missing document copies, etc.). Scan and email completed customer files. Update MAS website management console and remove completed orders from active list. Handle requests for actual judgment copies and P&L search requests, as needed. Assist with customer write-ups or on-line submission reports.

3. Billing: Prepare files to be returned to clients with appropriate billing and discounts calculated. Email clients for prior fee approval as necessary for additional parcels, excessive copies, commercial pricing, etc.

4. General: Maintain filing system and accurately file completed files. Print needed documents from appropriate on-line sources. Complete Pacer bankruptcy name searches and MNCIS judgment searches as needed. Write up necessary worksheets for contract or in-house abstractors when needed. Fax or email orders for contract abstractors traveling to counties. Maintain the whiteboard with contract abstractor location schedules and MAS employee time-off. Cross train with other customer service positions so able to assist when others are out or overly busy. Other office duties as assigned. Take direction from and assist Customer Service Lead as requested.

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Paid training

Schedule:

• Day shift
• Monday to Friday

Work Location: One location