Insurance Customer Service Representative

Description:
? Answer phones to respond to general customer inquiries, invoice questions, payment information, customer change requests, and customer complaints.
? Project a professional company image through phone interaction.
? Answer high call volume and respond to requests promptly.
? Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and other applications and resources.
? Research billing issues with a working knowledge of primary billing ledgers.
? Process insurance endorsements, such as adding or removing vehicles from a policy, changing insurance coverages, and other transactions.
? Process credit card and check payments.
? Provide product/service information and offer add-on products.
? Articulate information or direction to a customer?s level of understanding.
? De-escalate complaints or concerns.
? Follow-up on inquiries not immediately resolved.
? Show empathy while providing one-call resolution.
? Maintain expected performance levels and meet or exceed KPIs.
? Complete other duties as assigned.

Requirements: ? High school diploma or equivalent. ? Proficient reading, writing, and math skills. ? Bilingual (English/Spanish) preferred. ? Must be able to work flexible schedules. ? Minimum one year of Call Center experience or two years in Customer Service. ? Computer literate with the ability to learn customer service software applications. ? Candidate bilingual in both English and Spanish strongly preferred. ? Demonstrate superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately. ? Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call. ? Exhibit excellent oral and written communication skills concisely. ? Demonstrate organizational and prioritizing discipline. ? Adapt and adhere to policies and procedures. ? Present attributes of a team player committed to growth and development. ? Basic level Microsoft Office and Outlook. ? Data Entry and proficient keyboard skills.

Benefits:
? Health Insurance
? Dental
? Vision
? Paid Vacation
? Disability Insurance
? Employer Matching 401(k) Program

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