Customer Service Representative

2 months ago

Columbia, United States TSR Consulting Full time
About TSR:

TSR is a relationship-based, customer-focused IT and technical services staffing company.

For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.

Mission & Vision

We do not believe in building a vision around the company but building a company around our vision, which is simply;

Every employee's voice matters, their effort is appreciated, and their talent is rewarded.

We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.

Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.

Customer Service Representative - 1 - Loyalty Services

Job Description

  • Location: Columbia, South Carolina
  • Type: Contract
  • Job #81057

Our client, a leading insurance company, is hiring a Customer Service Representative on a contract basis

Job ID #: 81057

Work Location: Columbia, SC/Hybrid

Summary:

Responsibilities

•Supporting policyholders with insurance product information
•Work with customers, via inbound and outbound calls, to assist those that wish to cancel their existing insurance coverage, reviewing products, benefits and/or solving service and Claims issues
•Assist clients by matching our products with the needs to the client
•Assist in the collection of current and past due premiums
•Provide detailed information about policies statuses
•Assist with basic technical troubleshooting for website/app related issues
•Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPIs.
•Exhibits and practices the Organizations Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.
•Willingness to perform other duties as assigned.
•Expected to be able work various shifts within 8:30 a.m. - 7:00 p.m. EDT timeframe. Monday-Friday. Hybrid Work Schedule, 3 days in office, 2 days remote
•Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership

Competencies
•Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes.Develops insight into problems, issues and situation.
•Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth
•Initiative: Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
•Adaptability: Ability to re-direct personal efforts in response to changing circumstances.Is receptive to new ideas and new ways of doing things.Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course
•Results Orientation:Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results
•Values Orientation: Upholds and models client values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company.

Skills
•Previous experience working as a customer service representative
•Friendly and professional demeanor.
•Excellent communication and interpersonal skills
•Critical thinking and
•Basic computer skills and knowledge of database software.
•Demonstrated attention to detail, organizational skills, and time management skills.
•Ability to work a flexible schedule to meet the needs of the business and performance requirements
•Ability to remain calm in stressful situations.
•Ability to explain detailed policy concepts in a simple way
•1+ years of experience
•Bilingual skills (verbal, written, read) in English/Spanish

Education and Experience
•1-2 years experience of customer service
•1-2 years contact center experience
•Previous experience with retention efforts to retain customers preferred
•Previous phone sales experience is a plus
•High School required; bachelors degree preferred

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