JOB PURPOSE
Customer Service Representatives are responsible for managing various customer issues depending on account assignment; transactions can be related to billing and collections support, client inquiries, product support or inbound interactions. Customer support representatives (CSRs), customer service advisors, or customer service associates (CSAs) interact with customers to handle complaints, process orders, and provide information about an organization's products and services. Representative will be responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. You may also be required to review a customer’s policy and direct calls to sales agents when a policy needs to be initiated or upgraded.
SPECIFIC DUTIES AND RESPONSIBILITIES
The following are the specific duties and responsibilities of the Customer Service Representative.
- Inbound and outbound customer engagement during peak volume period of 6-month policy renewal season approaching.
- Non-licensed service requests handled with Customer Experience Coordinators; requests requiring licensed representatives to be transferred or given a call-back option.
- Facilitate resolution of highest level of escalated or sensitive customer complaints through verbal or written contact with internal team
- Adhere to provided scripts and FAQ responses.
- Learning and understanding company insurance products.
- Answering calls and responding to customer complaints.
- Accessing customer accounts and policy schedules.
- Providing customers with detailed information about policies and products.
- Recommending available products.
- Forwarding customers to sales agents when a policy needs to be initiated or upgraded.
- Typing up complaint reports.
- Managing the customer complaint database.
REQUIREMENTS
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Strong analytical skills to investigate and resolve customer issues
- Able to multi-task efficiently under time pressure
- Previous experience in managing customer focused teams
- Proven experience in managing a service and support focused team culture