Customer Service Representative

Job Title

Pay Rate: $20 per hour

Summary

Work Mode: Remote after training

Location: Warwick, RI for training and nesting

Shift: 8:30am - 5:00pm Monday - Friday EST during training; 8:00am - 6:00pm EST post-training

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, etc.
• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, and strong intellectual curiosity.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas.
• Support special product and/or service campaigns as needed.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
• Perform responsibilities in a consistent, 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.
• Able to work in a stationary position 75% of the time.
• Required to work an assigned shift during hours of operation between 8:00am – 6:00pm ET, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process.

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.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style.