Customer Service Representative

Job Description

Job Description

Required Skills & Experience

• 1+ year of call center, contact center, customer support, member services, or phone-based customer service experience preferred
• 1 year of customer service experience (retail, restaurant, office work, etc.) required
• STRONG PROBLEM SOLVING, COMMUNICATION, & CRITICAL THINKING skills
• Ability to navigate multiple systems while speaking with customers
• Comfortable working in a metric-driven contact center environment
• Strong active listening and empathy skills
• Detail-oriented with accurate documentation habits
• Comfortable handling high call volumes throughout the day (40 calls)
• Typing proficiency and strong computer skills
• Desire to build a long-term career in insurance and customer service

Basic Function

The Call Center Customer Service Representative is responsible for communicating over the phone with insureds, agency personnel, providers, claimants, vendors, and any other callers with questions related to insurance products and services.

Essential Responsibilities and Principal Accountabilities

• Interacts with customers via inbound and outbound phone calls specific to certain inbound skills.
• Resolves customer inquiries or escalates to the appropriate department.
• Provides clear and concise information to customers.
• Maintains accurate and detailed records of customer interactions.
• Adheres to quality standards and procedures to ensure consistent service.
• Provides feedback on services based on customer input.
• Utilizes the department’s policy and procedure manual as appropriate.
• Utilizes system software, internet resources, and an agency service center to answer call requests by accessing appropriate information from the system.
• Strives for customer satisfaction and remains polite and courteous under all circumstances.
• Owns each interaction and strives to resolve all customer inquiries with a focus on first-contact resolution.