Job Description :

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. Evenings, weekend, and holiday availability is required.

Principal Duties and 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

Required / Desired Knowledge, Experiences and Skills:

• Minimum of six months of customer service or customer facing role 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

• Fully bilingual (Spanish and English)

Education/Certifications:

• High school diploma or GED required.