CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative page is loaded Customer Service Representative

Customer Service Representative

locationsTN Remote time typeFull time posted onPosted Yesterday job requisition id2022-4112 Overview

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. Candidate bilingual in both English and Spanish strongly preferred.

Office Hours :

Monday Friday 6 am - 8pm

Saturday 8 am - 5 pm

Essential Job Functions

Customer Service

• Answer high call volume and respond to requests in a timely manner.
• Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and various other applications and resources.
• Research billing issues with a working knowledge of basic billing ledgers.
• Process insurance endorsements, such as adding / 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 customers 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.

Proficiency

• Demonstrate Soft Skills, including active listening, independent problem solving and ability to respond professionally and compassionately.
• Execute superb Phone Etiquette.
• Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
• Exhibit excellent oral and written communication skills in a concise manner.
• Demonstrate organizational and prioritizing discipline.
• Adapt and adhere to policies and procedures.
• Present attributes of a team player committed to growth and development.

Desired Qualifications

• High school diploma or equivalent.
• Proficient reading, writing and math skills.
• Bilingual (English / Spanish) preferred.
• Minimum one year of Call Center experience or two years in Customer Service.
• Computer literate with the ability to learn customer service software applications.
• Basic level Microsoft Office and Outlook.
• Data Entry skills.
• Type 35 wpm.

As a Team Member at Acceptance Insurance, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.

We are looking for team members that engage who take responsibility for themselves and take care of their customers and colleagues.

Ideal candidates can compose themselves under pressure, have a make It right mindset, and focus their energies on solving problems.

This means youll be supported by a team with all these qualities, too. If this sounds like the kind of team youd like to join, we want to hear from you! ?

Acceptance Insurance offers a full line of benefits including : Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.

We all have a story. Acceptance Insurance (FACO) is both an omnichannel insurance agency and insurance carrier operating in 13 states across 340 locations.

Headquartered in Nashville, TN, Acceptance has been a trusted insurance provider for over 50 years.

Our 1300-plus team members focus on developing long-term relationships by meeting customers where they are. We provide our customers with more flexibility and specialized products and services designed to meet their specific needs.

Weve got the support systems of a major insurance company and we work hard to be a part of and make a difference in our communities.

Our company culture is driven by team member focused benefits, professional development opportunities, and programs which acknowledge and reward the hard work of our team.

We believe Everyone is Someone.

If youre looking for a challenging and rewarding career helping hard-working people deal with lifes uncertainties, wed love to talk with you about joining the Acceptance team! Our team members make the difference.

We offer competitive compensation packages, incentive plans, full benefits, lots of opportunities for career growth and advancement, and a fun, team-oriented environment.

Come join our team!