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Call Center Representative
2 months ago
*Description:* • Independently handles routine transactions, makes decisions and resolves routine problems, routine transactions. Call volume is roughly 30-40 incoming calls per day. Mainly state farm agents, some customers might be on some of the calls. • Meets quality and production expectations (3 mins or less, 1quality goal is 100%, unplanned activity – less than 1.5%, 30 minute breaks) • Displays and communicates a general understanding of products and procedures and demonstrates proficiency with most tools/technology • Produces occasional free form letters and adapts communications to the needs to the audience or situation • Applies a basic understanding of tax implications related to policy transactions • Addresses customer service inquiries by researching account histories and providing solution options or escalating appropriately • Acts as a liaison and collaborates effectively with other Life/Health business units • Acts as a resource for other team members and business areas, as well as occasionally provides training • If assigned to a call center, utilizes cross-functional knowledge of various service, underwriting, and claims units • Follows process guidelines to complete work and seeks appropriate guidance • Strives to meet quality and production expectations • Works under close supervision and work product may be reviewed afterwards. Might have to do great recovery. • Develops basic knowledge of State Farm and the department's workflow, procedures, tools/technology, and products • Appropriately communicates with customers by responding to phone calls and producing system-generated letter *Horus:* Monday-Friday 8am-5pm *Skills & Qualifications:* • 2+ years of customer service experience • Strong computer skills and typing skills • Strong communication skills Soft Skills: - Soft skills are really most important - customer service and attitude is number one - Attendance and reliability -Positive attitude - Learning agility -Think of Chick-fil-A and what stands out about it to you? The great customer experience and excellent customer service, that is what this team at State Farm wants to strive for. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
