Contact Center Customer Care Associate

TL;DR

Contact Center Customer Care Associate (Customer Support): Managing inbound mortgage and tax inquiries for a property intelligence platform with an accent on data analysis and multi-system navigation. Focus on maintaining high-quality service standards, meeting strict production KPIs, and providing accurate guidance in a fast-paced environment.

Location: Must be based in or within a commutable distance to Oxford, MS. The role follows a hybrid model with 1 day onsite (Wednesday) and 4 days remote after training.

Company

hirify.global is a global provider of property intelligence and insights, dedicated to making the real estate industry faster, smarter, and more people-centric.

What you will do

• Manage approximately 22-25 inbound calls daily regarding mortgage escrow and tax questions.
• Identify customer needs and research solutions using up to 10 different internal portals.
• Document all inquiries accurately and leverage internal tools for resolution.
• Master multiple contact center management systems and agent desktop software.
• Consistently meet or exceed individual production metrics and quality KPIs.
• Maintain professional conduct and strict adherence to attendance and scheduling guidelines.

Requirements

• High school diploma, GED, or equivalent required.
• 1+ years of experience in a customer service or support role.
• 1+ years of technical proficiency with MS Office, MS Teams, or Google Suite.
• Ability to work in a structured, high-volume, fast-paced environment.
• Must be able to adhere to a strict schedule and meet attendance requirements.
• Must be able to work onsite in Oxford, MS as required by the hybrid model.

Nice to have

• Bachelor’s or associate degree.
• Experience in tax, banking, mortgage, or real estate servicing.
• Previous contact center experience.
• Hands-on proficiency with contact center software like Cisco Finesse or Calabrio.

Culture & Benefits

• Flexible working model with hybrid options.
• Comprehensive health coverage including medical, mental health, and wellness support.
• 401(k) retirement plan with company match.
• Generous PTO, 11 paid holidays, and paid parental leave.
• Financial perks including tuition assistance and annual well-being stipends.