Customer Service Agent
This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to client requirements.
Shift Requirement: 7:00 am-8:00 pm Monday-Saturday, Holidays
Responsibilities:
- Answers incoming calls from queue in a professional and courteous manner
- Assists internal and external customers via email
- Service internal and external customers via customer chat channel
- Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner
- Transfers callers to the appropriate departments
- Escalate calls to supervisor as warranted
- Enter appropriate comments and notes within policy database
- Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor
- Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites
- Foster a team environment by creating and maintaining a positive relationship with peers, customers, and business partners
- Consistently meet or exceed performance standards outlined in the Customer Service Department career path
- Attends weekly team meeting to stay abreast of product information, and procedural/policy changes
Qualifications:
Basic:
- Minimum of 12 months of Customer Services or in a customer facing role
- High school diploma or GED required
Preferred:
- Prior experience working in a call center environment is a plus
- Excellent verbal and written communication
- Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor
- Excellent computer skills including experience with Microsoft Office products
- Ability to work independently at a quick pace and with a high degree of accuracy
Job Type: Full-time
Work Location: In person
