Call Center Customer Care Advocate

3 weeks ago

Warwick, United States Tailored Management Full time

Job Description: ***Candidate must be located within 50 miles of Warwick, Rhode Island office and be able to commute to the office 1 day a month as requested***
***If candidate experiences system issues (internet outages for example) candidate must be able to commute to the Warwick office to work.***

Required Experience:
1-2 years call center service experience is preferred.
2-3 Years of customer service experience required.

Training schedule: 8:30am - 5:00pm EST Monday - Friday. Training will be about two weeks - 11 days.
Hours of operation post training are flexed between 8:00am -11:00pm - no weekends. Varied schedule.

***Start Date will be either 5/27/2024 or 6/3/2024 - still being confirmed with manager.

Provide service and information to customers regarding *** products, including explaining policy features and benefits, providing policy-specific information, requests regarding claims and processing transactions. This position may also support campaigns to increase revenue, generate sales and conserve existing assets. Responsibilities include: Provide service to customers who possess a policy through *** by responding to requests via telephone regarding insurance and other financial service products and benefit plans; Research and respond to requests and discuss options regarding various aspects of the policy; for example, status of claims, policy provisions, values, basic procedures, etc.; Process transactions and fund transfers and refer requests for other policy modifications to appropriate areas for processing; Efficiently access multiple electronic systems and LAN/PC to provide complete response; Work at all times to enhance and strengthen the relationship between the customer and ***; Support special campaigns as needed, or if solicited by the customer;

Workers are expected to perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and Quality Service Skills.

Skills required include:
Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products as well as administrative, claims, underwriting and marketing organizations;
Excellent oral & written communication skills;
Superior telephone etiquette; Excellent listening skills and ability to articulate ideas;
Ability to understand and respond clearly to customers in a dynamic, fast-paced environment while promoting a quality image of ***; Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers;
Strong organizational skills;
Strong ability to multi-task;
Demonstrated ability to manage stress;
Basic computer skills; Ability to "think out of the box" to generate innovative process improvements;
Strong solid math and analytical skills;

Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can/will change to meet business needs and additional hours may be expected if a business need requires it. Previous Call Center experience preferred

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