Customer Service Representative
3 days ago
Responsibilities:
• Address customer service concerns, inquiries, and activities, serving as the first point of contact for customers
• Engage with customers through both inbound and outbound calls to assist those wishing to cancel their existing insurance coverage, providing detailed product benefits and resolving service and claims issues
• Align our products with the needs of the client, ensuring a positive customer experience through professionalism and knowledge of our products and systems
• Contribute to the collection of current and past due premiums
• Offer detailed information about policy statuses
• Assist with basic technical troubleshooting for website/app related issues
• Meet or exceed expectations for departmental standards related to quality, average handle time, auxiliary time after call work, and other KPIs
• Provide feedback to leadership, supporting process improvements and understanding organizational objectives
• Exhibit and practice the organization's common purposes and shared traits
• Be willing to perform other duties as assigned
• Represent the company values: personal connection, empathy, problem-solving, and ownership.• Proficient in providing top-notch Customer Service
• Strong Communication skills, both written and verbal
• Experience in Sales and ability to drive sales growth
• Ability to provide Training to team members
• Familiarity with company Policy and Planning Processes
• Commitment to ensuring Quality in all tasks
• Experience handling Inbound and Outbound Calls
• Knowledge of Insurance policies and procedures
• Capable of Supervising a team and ensuring productivity
• Proficient in using About Time software or similar tools
• Understanding of Benefit Functions within a company
• Strong Leadership Skills and ability to motivate a team
• Familiarity with Hiring Processes
• Ability to Troubleshoot and solve problems efficiently
• Understanding of Collection Processes and best practices
• Proficient in using Websites for various tasks
• Experience in Claim Administration
• Fluent in English Language
• Familiarity with industry Practices and standards
• Fluency in Spanish Language is a plus
• Excellent Time Management skills
• Proven track record in Selling products or services
• Ability to Execute plans and strategies effectively
• Strong Collaboration skills and ability to work in a team.
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