Emergency Services Technician

Policy Service Representative Trainee

The Service Representative Trainee provides customer service through phone calls and incoming requests from our policyowners, agents or other customers under direct supervision. This position reports to the Call Center Supervisor.

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member's contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

Primary responsibilities include managing large amounts of phone calls in a call center environment, answering customer inquiries by phone, email or written correspondence, processing basic customer requests, developing knowledge and skill base, providing accurate information, identifying and assessing customers' needs, acquiring basic knowledge of all policy types, properly escalating difficult or complex service situations, meeting service level agreements, quality and quantity goals, attending and participating in team and department meetings, and assisting other team members as needed.

Anticipated salary is $33,000 - $34,000. Benefits include a compressed 4 1/2-day work week, no monthly premium cost for employee medical, life and disability insurance coverage, paid time-off accrual, competitive 401(k) plan, discounted on-site employee cafeteria, on-site exercise facility, tuition reimbursement and training incentives, and access to voluntary dental and vision insurance coverage.

Qualifications include an associate's degree, one year of customer service experience, clear communication skills, ability to prioritize and meet deadlines, maintain confidentiality, learn systems processes quickly, multi-task, work successfully in a team environment, proficiency in Microsoft Office Programs, and strong mathematical skills. Bilingual skills preferred (Spanish).

Required competencies include accountability, continuous learning, customer focus, integrity, organizational awareness, and teamwork.

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs. Illinois Mutual is an equal opportunity employer.