BELFOR Contact Central - Call Center Agent

Call Center Agent

Call Center Agents are responsible for the collection of sensitive information required to mobilize field office personnel. Data must be accurately entered into various software systems and will be transmitted electronically to field offices who will mobilize the appropriate personnel. Attention to detail, strong customer service skills, and the ability to provide compassionate and supportive responses while dealing with homeowners is a must. The call center is a 24-7-365 operation, so candidates will be assigned to the appropriate shift.

Essential Functions

• Independently and professionally respond to incoming emergency calls from customers, referrals from fire or police departments, and Third Party Programs.
• Assist customers with concerns and distribute all relevant data to field offices
• Maintain a customer database to include detailed data entry into web-based third party applications
• Comprehensive understanding of customer service, principles, and practices
• Work under time constraints to meet specific timelines
• Attention to detail and keen sense of safeguarding other people's property and information
• Responsible for maintaining a professional presence while answering calls
• Use discretion as necessary when routing calls or providing information regarding the organization to callers
• Adapt quickly with changes to process and procedures within BELFOR to support insurance industry requirements and BELFOR emergency response personnel
• Follow precise client required protocols and BELFOR procedures
• Operate effectively and professionally in close team environment requiring self-motivation and ability to multitask in a fast-paced environment
• Train new employees as needed
• Flexibility with scheduling as shifts are likely to change based on the needs of the Call Center
• Other projects and duties as assigned

• Must be available to work weekends, some holidays and occasional overtime on short notice during emergency situations
• Proven ability to multi-task in fast-paced office environment
• Quick learner, detail oriented and self-motivated
• Strong written and verbal communication skills

Physical Requirements

• Occasional lifting from 5-40 lbs, unassisted (from 0-15% of the time)
• Sitting for extended periods of time
• Manual dexterity needed for keyboarding and other repetitive tasks
• The ability to bend, crouch, or stand as necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.