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Customer Service Representative

1 month ago

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

We are seeking a highly skilled and customer-focused professional to join our Customer Support Team at Marathon TS. As a key member of our team, you will be responsible for providing exceptional customer service via phone, email, and chat, ensuring that our clients receive accurate and timely information regarding Federal regulatory requirements, specifically the NFIP rules and guidelines.

Key Responsibilities:

  • Respond to inbound communications from customers, providing accurate information and resolving their inquiries in a professional and efficient manner.
  • Make outbound calls to customers for follow-up or next steps, ensuring that their needs are met and their concerns are addressed.
  • Guide customers through the Flood Map and NFIP processes, explaining flood insurance risk ratings, policy options, and documentation requirements.
  • Interpret Flood Insurance Rate Maps (FIRMs) and explain geographic flood risk information to customers, ensuring that they understand their flood insurance options.
  • 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, ensuring that customers receive timely and effective support.
  • Maintain accurate and professional customer interaction records, summarizing the interaction and ensuring that all customer information is up-to-date and recorded properly in the system.

Qualifications:

  • 2+ years of experience 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.
  • 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.