Job Description

Basic Function

The Call Center Customer Service Representative is responsible for communicating over the phone with insureds, agency personnel, providers, claimants, vendors, and any other callers with questions related to insurance products and services.

Essential Responsibilities and Principal Accountabilities

• Interacts with customers via inbound and outbound phone calls specific to certain inbound skills.
• Resolves customer inquiries or escalates to the appropriate department.
• Provides clear and concise information to customers.
• Maintains accurate and detailed records of customer interactions.
• Adheres to quality standards and procedures to ensure consistent service.
• Provides feedback on services based on customer input.
• Utilizes the department’s policy and procedure manual as appropriate.
• Utilizes system software, internet resources, and an agency service center to answer call requests by accessing appropriate information from the system.
• Strives for customer satisfaction and remains polite and courteous under all circumstances.
• Owns each interaction and strives to resolve all customer inquiries with a focus on first-contact resolution.

Qualifications

• Excellent communication and problem-solving skills, with strong attention to detail and a customer-focused approach.
• Ability to work in a fast-paced environment.
• Demonstrates empathy and understanding toward customer concerns.
• Proficient in the use of computer systems and relevant software.
• Commitment to delivering exceptional customer service.
• Previous call center experience preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job duties are performed onsite in an office or home office work environment. This position requires the employee to be available for the full duration of their scheduled shift. This position may require some travel to other locations for training opportunities. This position requires a reliable internet connection for working from a home office. The home office must be free from distractions and support a confidential environment. Work is generally performed in a professional office environment. The individual in this position routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. The noise level in these work environments is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit at a desk, enter information into a computer, and read information presented on a computer monitor and on paper. The employee must have the ability to talk, hear, and understand others in person, on the telephone, via video conferencing equipment, or through a headset.

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