Customer Service Representative
2 days ago
Work Location: Chicago, Illinois
Work Model: On-Site
Summary: The Producer Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities. The Producer Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As a Producer Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of products and systems.
Responsibilities:
- Demonstrate consistent good quality and performance results.
- Provide consistent service that is customer focused and professional.
- Supporting Field Sales agents with insurance product information
- Assist with basic technical troubleshooting
- Be able confident and capable to handle all new business, underwriting, claim and compensation situations.
- Learn soft skills while communicating with customers
- Focus on customers' needs and develops a customer centric approach in servicing customers needs.
- Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction and other KPIs.
- Exhibits and practices the Organizations Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.
- Learn all policy product lines, all procedures for the core and worksite calls.
- Provides support for business partners as needed.
- Represents the tenants: Personal Connection, Empathy, Problem-Solving, and Ownership.
- Ability to effectively communicate and build strong partnerships with newer employees.
- Basic computer skills and knowledge of database software.
- Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
- Demonstrated attention to detail, organizational skills, and time management skills.
- Ability to work a flexible schedule to meet the needs of the business and performance requirements.
- Friendly and professional demeanor.
- Excellent communication and interpersonal skills.
- Ability to remain calm in stressful situations.
- Supplemental insurance knowledge and licensing is a plus.
- Bilingual language proficiency is a plus.
- Bilingual skills (verbal, written, read) in Spanish a plus
- High school diploma or general education degree (GED); Associate degree preferred.
- 2+ years experience in a contact center environment preferred.
Job ID: 83975
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