Client Support Specialist

2 weeks ago


Phoenix, Arizona, United States ASB Resources Full time
Job Overview

The role of the Customer Service Representative is essential in supporting the Workplace Benefits (WB) contact center by assisting clients through both inbound and outbound communications. Ideal candidates excel in a dynamic setting, showcase meticulous attention to detail, and possess exceptional communication and problem-solving abilities. The primary objective is to ensure outstanding customer satisfaction.


Key Responsibilities
  • Deliver exceptional customer service via incoming calls in a high-volume, automated contact center environment.
  • Take ownership of customer inquiries, ensuring they are handled efficiently, accurately, and professionally.
  • Establish rapport with clients and respond to their needs with empathy, consistently exceeding their expectations.
  • Navigating various systems and applications to investigate, analyze, and resolve customer inquiries.
  • Maintain high performance and quality standards throughout all interactions.
  • Analyze information to make informed decisions and resolve issues while ensuring a positive experience for the caller.
  • Learn the foundational concepts of personal lines insurance and the products available to WB customers.
  • Collaborate effectively with team members and business partners to enhance the customer experience.
  • Work a full-time schedule, including potential overtime and weekend shifts as required.
  • Assist with special requests and complete additional tasks as assigned.

Qualifications
  • High school diploma or equivalent is required; a college degree or current pursuit of one is preferred.
  • 3-5 years of experience in the insurance industry is advantageous.
  • A customer-centric mindset with a commitment to delivering exceptional service.
  • Prior experience in a high-volume contact center with a focus on decision-making and problem-solving is a plus.
  • Excellent verbal and written communication skills, with a strong service orientation.
  • Proficient in computer skills, capable of navigating multiple applications and multitasking effectively.
  • Willingness to accept accountability for performance and outcomes.


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