Customer Service
2 days ago
We are a leading provider in the insurance industry, dedicated to delivering exceptional service to our clients. We value teamwork, innovation, and a commitment to excellence.
As a Customer Service Specialist, you will be the first point of contact for customers seeking assistance with Disability Benefits Law (DBL) and Paid Family Leave (PFL) inquiries. Your primary responsibility will be to handle incoming calls professionally, ensuring each customer receives the support they need.
Key Responsibilities:
- Provide exceptional customer service to both internal and external customers.
- Use effective questioning and listening skills to understand customer needs.
- Identify customer needs and respond accordingly.
- Investigates and proposes solutions to the caller. Follows through on action items needed to rectify customer concerns and/or questions.
- Maintain a positive attitude and uphold our high customer service standards.
- Aim for one-call resolution, managing calls efficiently and effectively.
- Handle call transfers, messages, callbacks, holds, and interruptions effectively and with professionalism.
- Communicate the status of DBL and PFL claims clearly and effectively.
- Document all calls accurately.
- Refer complex calls to the Lead/Supervisor when necessary.
- Process emails.
- Meet production objectives and goals.
- Excellent customer service skills.
- Strong problem-solving abilities.
- Effective verbal and written communication skills.
- Ability to empathize with callers and provide support.
- Proficiency in Microsoft Office applications.
Education and Experience:
- Bachelor's Degree in Business Administration or a related field, or relevant work experience in the insurance industry.
- 0-5 years of experience.
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