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Customer Support Specialist
2 months ago
Position Overview:
Beacon Hill is in search of a Customer Service Specialist who will serve as a vital front-line support representative, delivering compassionate assistance to clients, financial advisors, channel partners, and distributors through various communication channels including phone, email, and chat.
This position is primarily remote, with occasional in-office responsibilities, and demands a high level of reliability and dedication.
Work Environment:
Location: Hybrid with occasional on-site requirements.
Shift: Primarily between 7:00 AM - 6:00 PM CST, Monday to Friday.
Key Responsibilities:
- Deliver empathetic, prompt, and precise responses to inquiries from clients, financial advisors, channel partners, and distributors through telephone, email, and chat, ensuring adherence to service and quality benchmarks.
- Assist clients in initiating various insurance claims.
- Clarify and resolve intricate claim, policy, or account-related concerns for clients.
- Achieve or surpass call center performance metrics while providing an outstanding customer experience.
- Cross-train into additional product lines following successful completion of the primary training program.
Qualifications:
- Strong customer service orientation with a collaborative approach.
- Active listening abilities, empathy, and professional communication skills.
- Exceptional verbal and written communication capabilities.
- Self-driven, punctual, and reliable.
- Trustworthy with the capacity to maintain strict confidentiality.
- Proficient with technology, capable of navigating multiple systems, and possessing strong typing skills.
- Effective time management and multitasking skills in a dynamic call center environment.
- Robust knowledge retention and problem-solving abilities.
- Willingness to learn and develop within the organization.
Technical Requirements:
- Wired internet connection (NOT WIFI) with service provided by fiber, cable, or DSL.
- Internet speed: Minimum download speed of 100 Mbps (25 Mbps minimal required), upload speed of 10 Mbps (5 Mbps minimal required).
Physical Requirements:
- Ability to work a minimum of 40 hours per week.
- Proficiency in using a keyboard, mouse, and computer for extended periods.
- Capability to use a phone for extended durations.
- Ability to perform simple grasping tasks, including handwriting, paper manipulation, sorting, and folding, periodically throughout the workday.
