Customer Support Representative

5 days ago

Washington, Washington, D.C., United States Marathon TS Full time
Job Description

We are seeking a customer-focused, detail-oriented individual to join our Customer Support Team. This role requires strong computer proficiency, excellent interpersonal skills, and a commitment to delivering outstanding customer service via phone, email, and chat in a hybrid environment. The ideal candidate will possess exceptional verbal and written communication skills, be able to handle high-volume calls and assist customers with Federal regulatory requirements related to the NFIP.

  • Respond to inbound communications via phone, chat, or email from customers, providing accurate information regarding Federal regulatory requirements, specifically the NFIP rules and guidelines.
  • Make outbound calls to customers for follow-up or next steps.
  • Guide customers through the Flood Map and NFIP processes, ensuring they understand flood insurance risk ratings, policy options, and documentation requirements.
  • Interpret Flood Insurance Rate Maps (FIRMs) and explain geographic flood risk information to customers.
  • Manage a high volume of customer interactions, resolving customer's inquiries professionally and efficiently while maintaining quality service standards.
  • Escalate complex issues to the appropriate departments when necessary.
  • Maintain accurate and professional customer interaction records summarizing the interaction ensuring all customer information is up-to-date and recorded properly in the system.

Key Qualifications:
- 2+ years of working in a fast-paced call center environment or customer support role providing customer service over the phone.
- Familiarity with NFIP and experience with flood insurance or related industries is a plus.
- Excellent verbal communication skills, with the ability to explain technical or regulatory information clearly to a diverse audience.
- Strong data entry, computer skills, with attention to detail and accuracy.

Essential Traits:
- Ability to handle high call volumes while maintaining a friendly and professional demeanor.
- Strong problem-solving skills and the ability to de-escalate difficult calls.
- Team-oriented/team player mindset with the ability to collaborate effectively in a fast-paced call center setting.
- Excellent time management skills and the ability to prioritize tasks and meet service-level expectations with the ability to sit for lengthy periods of time. Punctual and regular attendance is critical to this role.
-Ability to rapidly learn and execute new skills and knowledge areas with a focus on mapping, engineering, and insurance
-A willingness to support a wide range of stakeholders on a wide range of topics, some of which may be emotionally charged.

The salary for this role is estimated to be around $45,000-$60,000 per year, depending on experience and qualifications.

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