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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 the department's workflow, procedures, tools/technology, and products
Appropriately communicates with customers by responding to phone calls and producing system-generated letter
Skills & Qualifications:
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.
Experience Level:
Intermediate Level
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
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.
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