Remote After Training - Customer Service Rep

Job Title

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.