Customer Support Specialist I
2 weeks ago
As a vital member of our team, you will be responsible for receiving and managing loss assignments in accordance with client directives.
Key Responsibilities:
- Initiate emergency outreach to contractors through three-way communication with homeowners.
- Achieve and uphold proficiency in all client and departmental guidelines and updates.
- Meet required performance metrics as established by the center.
- Ensure quality standards are met, with accurate documentation of assignments.
- Identify and investigate assignment discrepancies as necessary.
- Deliver exceptional customer service to both internal colleagues and external clients.
- Handle assignments related to emergency or catastrophic events as they arise.
- Maintain a comprehensive understanding of all software applications and programs essential for departmental tasks.
- Conduct customer satisfaction assessments.
- Engage in special projects or assist in other areas as needed.
Required Skills:
- Proven experience in customer service and administrative support.
- Previous experience in a customer service or call center environment is preferred.
- Familiarity with home improvement or reconstruction contractors is advantageous.
- Exceptional written and verbal communication skills, including proper pronunciation and a consistently courteous tone.
Technical Proficiencies:
- Proficient in a multi-screen/task environment with a working knowledge of MS Office (i.e., Outlook, Word, Excel).
- Strong attention to detail and organizational capabilities.
- Effective time management skills with the ability to multitask.
- Analytical and problem-solving skills.
- Ability to work independently with minimal supervision.
- Strong interpersonal skills and relationship-building abilities.
- Demonstrated work ethic with a willingness to work overtime during peak events.
Education:
A high school diploma is required; some college coursework is preferred or an equivalent combination of education and experience is acceptable.
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