Job Description

In this role you will create an exceptional customer experience through handling inbound customer service calls and internal call transfers for cross sale opportunities, which contributes to improved customer satisfaction and retention. Our firm will support maintaining an Insurance license to include continuing education requirements.

Key Responsibilities

• Support our Customers by delivering an effortless and personalized experience
• Active listening, showing interest, compassion and displaying empathy for the customer.
• Proactively identify and act on additional protection opportunities to promote policy growth and improve customer retention, applying effective selling and influencing techniques.
• Demonstrate accuracy in processing changes to customer policies based on the information provided.
• Ensure first call resolution and customer satisfaction on all transactions.
• Answer customer inquiries that require an agent's license on coverages, limits and deductibles and review customer policies, discuss options and update customer policy records.
• Work in a dynamic “virtual’ environment
• Ensure internet service and connections are in working order at all times
• Be proficient in multitasking on the computer, phone and chat rooms to support customer requests.
• Be available, present and actively ready to receive calls without distractions

Job Requirements

• High School diploma or GED required, all  education and experience will be considered
• Minimum of 1 year customer service experience
• Previous call center experience a plus
• Flexibility with changes to business requirements (ie: shift and weekend work schedules)
• Excellent listening and communication skills (both oral and written)
• Intermediate to Advanced computer skills including keyboard proficiency
• Strong ability to troubleshoot at home technical issues
• Experience in work from home environment a plus
• Bilingual are encouraged to apply
• Prior Military are encouraged to apply

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