Customer Service

Job Title: Customer Service Representative
Job Description

POSITION SUMMARY
The Agent Support Representative is the front line of support for policy holders, agents, and internal customers. They provide excellent customer service in every interaction with a positive attitude and a willingness to assist every customer. The Agent Support Representative supports customers by identifying
and assessing customers' needs.


ESSENTIAL DUTIES
• Communicates with customers through inbound and outbound phone calls, chats, written correspondence, and e-mail to ensure successful resolution of inquiries, and requests for policy information.
• Explains policy coverage information and provides details to customer questions and concerns.
• Determines what requests should be forwarded for review by other departments or management.
• Provides appropriate follow-up to customers when needed.
• Makes updates to policies and completes service log daily.
• Becomes familiar with the details of Company products and policies, and a working knowledge of where to get assistance in responding to inquiries.
• Maintains a positive demeanor in a high-call center environment.
• Works independently, and as part of the team to help meet personal goals, department goals, and objectives.
• Conducts Company business in accordance with all applicable laws, regulations, and contractual obligations. Behave ethically and with integrity and always follow the principles of the Compliance
Program when making business decisions. Compliance with this program is a condition of employment for all American-Amicable staff.
• Other duties as assigned.


EDUCATION, WORK EXPERIENCE AND TRAINING REQUIREMENTS
• High school diploma or general education degree (GED).
• One year of customer service experience, preferably in a call center environment.
• Ability to meet attendance expectations of the department.


KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS
• Minimum 35 WPM typing.
• Must be able to meet department KPIs within 6 months of hire while contributing to department goals and objectives.
• Strong phone and active listening skills
• A friendly, positive, learning-oriented attitude.
• Strong computer/MS Office skills; ability to learn other software systems quickly
• Ability to quickly learn about company products.
• Strong attention to detail.
• Strong written and verbal communication skills.
• Solid research and problem-solving skills.
• Ability to keep work well organized and prioritize well.
• Ability to receive direction and work with supervisors well.
• Ability to work independently as well as function effectively as a team player.
• Ability to adapt well to change, both procedural and organizational.
• Maintains a friendly, positive, learning-oriented attitude.


Job Details at a Glance

Job Title

Customer Service Representative

Location

Waco, TX 76701

Pay Rate

$17.50/hr

Shift

1st Shift (Monday to Friday, 8:00 am - 4:45 pm)

Open Positions

2

Pay Cycle

Weekly