Remote After Training - Customer Service Rep

Job Title

Job Description

Summary

Location: Warwick, RI

Work Mode: Hybrid - Split arrangement between office and non-office location; typically 3 days per week in office

Training hours: 8:30am - 5:00pm EST, Monday - Friday

Post-training hours: 8:00am - 6:00pm EST, with shifts assigned within these hours

Responsibilities

Communicate with customers via telephone using strong communication skills, active listening, and empathy.

Drive solutions that best meet the customer's needs.

Analyze and resolve complex customer issues regarding various product aspects, policy provisions, claim status, and basic procedures.

Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, and a desire to make a difference.

Efficiently process transactions and refer requests for other policy modifications to appropriate areas.

Support special product and/or service campaigns as needed or requested by the customer.

Access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.

Perform responsibilities in a professional manner while exercising strong verbal, interpersonal, and high-quality service skills.

Requirements

Suggested 2 years of experience in Customer Service. Prior Call Center experience is highly preferred.

Must live within one hour commute of Warwick, RI.

Experience navigating multiple screens while delivering good customer experience.

Strong computer/keyboard skills as well as analytical and problem-solving skills.

Quickly grasps information and efficiently solves verbal challenges with strategic thinking.

Communicates complex verbal and written concepts with ease.

Strong home internet connection is required with at least 50 Mbps internet speed.

Preferred Skills

High School diploma, GED, some college experience, trade, or professional certification.

A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting, and marketing functions.

Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style.