Job Description:

Position:

Job Description:

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals.Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.

JOB FAMILY DESCRIPTION

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service related issues, will move customer to appropriate Product Support Representative. Performs other administrative duties as requested.

GENERAL DUTIES & RESPONSIBILITIES

• Provides customer support by phone, email, or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.




• Processes a high volume of customer inquiries of Black Knight products and services, and resolves a targeted percentage of those inquiries.




• Troubleshoots customer problems, identifies the root cause of the problem, and uses tool resources appropriately to determine how to resolve customer problems.




• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.




• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.




• Updates customer information and ensures accurate entry of contact information.




• Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.




• May provide guidance and/or mentoring to less experienced Customer Service Associates.




• Performs other duties as required.

EDUCATIONAL GUIDELINES

A high school diploma or GED is required for this role. Associates or Bachelor's degree is preferable; or the equivalent combination of education, training, and work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Prior home equity or mortgage service industry experience




• Familiarity with Black Knight's products, services and business operations preferred




• Familiarity with Zendesk or other customer relationship management (CRM) applications preferred




• Excellent customer service skills that build high levels of customer satisfaction




• Excellent verbal and written communication skills




• Computer navigation and operation




• Demonstrates effective people skills and sensitivities when dealing with others




• Ability to work both independently and in a team environment

Customer Service Associate II

Intermediate role. Moderate skills with high level of proficiency. Responds to a high volume of inquiries about Black Knight products and services. Questions and issues are predominately routine, but associate must be able to deviate from standard scripts and procedures as needed. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise. Works under close general supervision with little latitude for independent judgment. May consult with senior peers and team leads to learn through experience. Typically requires two (2) or more years of experience in a call center or customer service-related position in a service industry. One (1) or more years of financial services experience is preferable.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees' diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight's commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

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