Customer Support Specialist

Uhlig LLC is a fast-growing, advanced-technology publishing company specializing in content-rich documents and periodicals that are delivered in web, print and electronic forms. Based on its proprietary, Internet-based software platforms, Uhlig LLC provides products and services to customers throughout North America, and is a national leader in the field of cross-media, variable-content publishing. Ambitious, imaginative individuals who embrace change and enjoy expanding the boundaries of traditional design and communication will thrive in our fast-paced, innovation-centered culture.

Summary: Our Customer Support Specialists maintain and expand relationships with clients across the country, providing them with ongoing support for our web-based products. Customer Support Specialists develop an intimate understanding of our clients’ needs in order to anticipate concerns and provide solutions.

Description: We are seeking a friendly and attentive customer service professional to join our company as a Customer Support Specialist. This position centers on effectively serving and strengthening the nationwide user base of our advanced publishing systems. As the front line of contact for the company, our Customer Support Specialists must present themselves in a professional manner while relying on their experience, good judgment and interpersonal skills to meet the challenges and needs of our customers regarding inquiries received via phone and email.

Industry: This position is part of our residential division, which provides communication solutions in both print and digital formats to condominiums, cooperatives and homeowners associations throughout the United States and Canada.

Responsibilities: Our Customer Support Specialists ensure timely resolution of all phone and email inquiries regarding our products and services. Other responsibilities include:

• Assisting property managers, real estate agents, title/escrow agents, mortgage processors, prospective buyers, and homeowners while selecting products on our web-based ordering systems
• Ensuring timely delivery of products based on state regulatory requirements for residential loan closing transactions
• Acting as a liaison to facilitate communication between our clients and web-based users
• Maintaining up-to-date and accurate documentation of inquiries, events and transactions in our proprietary system
• Calculating, validating and reporting daily operational performance metrics for the department(s)
• Researching, defining and submitting client change requests to Account Management and Product Development departments
• Accurate and timely escalation of reported issues to management, Helpdesk and Software as needed
• Ability to develop a cursory understanding of other Uhlig departments and business partners to facilitate accurate call routing
• Other duties as assigned

Experience: At least two years of experience in the mortgage, title and/or real estate industries is preferred, in such positions as customer service, product support, mortgage loan processor, loan closer, loan funder, title processor, title searcher, title examiner or title clerk. Thorough knowledge of real estate transactions, loan documents, residential underwriting principles, titles to land/homes, settlement statements and title insurance commitments is also preferred.

Education: A bachelor’s degree is preferred. Equivalent work experience, with excellent references, will also be considered.

Personal Attributes: Candidates must be able to adapt to both routine and unique inquiries within a set of established parameters. Other relevant attributes include:

• Ability to articulate and explain our products and solutions
• Resourcefulness and problem-solving skills
• Excellent written communication skills
• Strong interpersonal skills
• Ability to adapt to change
• Punctuality
• Reliability
• Attention to detail

Technical Skills: Candidates must have general technical skills, including proficiency with Internet tools, telephone systems and software, and other common tools. Familiarity with Microsoft Word and Excel is required.

Other: We work in a modern, technologically advanced office environment that promotes a courteous, collaborative culture. We offer a comprehensive benefits package that includes medical, dental, life and long-term disability insurance; 401(k) with matching; paid holidays and paid time off. We also offer generous opportunities for continuing work-related education and career advancement. Uhlig LLC is an equal opportunity employer.

No agency inquiries accepted.

Compensation: Salary

Benefits: Comprehensive benefits package

Location: Overland Park, KS

Travel: None