Customer Service Representative-Remote

Who We Are

ServiceMac is a new sub‑servicing entity backed by leading mortgage servicing practitioners. The company focuses on technology, products, and services for the mortgage and real estate industries and supports a people‑first culture. ServiceMac has earned recognition on the Fortune 100 Best Companies to Work For® list for eleven consecutive years and has received awards as a best place to work for women, diverse, and LGBTQ+ employees.

What We Do

Customer Service Representatives work in call‑center or non‑call‑center environments. Employees receive and resolve inquiries from the general public, real estate agents/brokers, and other agencies. Requests vary by business segment, such as escrow, insurance, or technical support. Contact methods include web, e‑mail, and telephone.

How You’ll Contribute

• Interface with customers to resolve 1st and 2nd tier or escalation customer service calls, queries, and problems.


• Verify contacts and account information.


• Examine problems and implement corrective actions.


• Escalate queries to supervisors or other parties as needed.


• Maintain and create logs, reports, records, and files.


• Investigate, coordinate, and track a wide range of customer issues.


• Make proactive calls to identify accounts requiring close attention.


• Interface with offshore call center on process or specialized questions.


• Prepare billing questions and coordinate resolution with collections and other departments.


• Do order fulfillment: receive orders, reconcile information, update systems, and follow up.


• Other duties as assigned.

What You’ll Bring

Required Education, Experience, Certification/Licensure: High School diploma or equivalent required; generally 2+ years of related customer service experience.

Knowledge, Skills, and Abilities (KSAs)

• General knowledge of assigned area’s products and customer service activities.


• Proficient in MS Office.


• Ability to navigate computerized data entry systems or other applications.


• Strong verbal and written communication skills.


• Customer service skills including adaptability, attention to detail, patience, and problem‑solving.

Pay Range: $16.07 - $21.41 hourly. The hiring range is a reasonable estimate of the base pay for this position at the time of posting. Pay is based on factors such as job‑related knowledge, skills, experience, business requirements, and geographic location.

What We Offer

ServiceMac embraces diversity, equity, and inclusion, providing an inclusive workplace for all. As an equal‑opportunity employer, First American offers a comprehensive benefits package including medical, dental, vision, 401(k), PTO/paid sick leave, and an employee stock purchase plan.