Job Summary :
The CLIENT Representative role supports the CLIENT contact center by servicing customers through inbound / outbound calls and emails.
Ideal candidates thrive in a fast-paced environment, demonstrate attention to detail, excel in communication, and possess strong problem-solving skills.
The primary goal is to deliver exceptional customer experiences. In addition, assisting with functions that include but is not limited to :
Responsibilities
- Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment
- Assume ownership and timeliness in handling callers’ requests in an efficient, accurate and professional manner
- Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
- Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries
- Maintain performance and quality standards
- Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience
- Ability to learn the basic concepts of personal lines insurance principles and Client and Combined products offered to our CLIENT customers
- Work collaboratively with team members, and business partners to provide a positive customer experience for our caller
- Ability to work hours a week on scheduled shift between the hour am-pm CST; work overtime and weekends as needed
- Assist with special requests as needed.
- Complete additional tasks and other projects / duties as assigned
Qualifications
- Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred.
- years’ experience of Insurance background
- Customer- focused mindset and dedication to providing exceptional service to employees
- Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus!
- Outstanding, effective, and service focused communication skills, both verbal and written
- Proficient in computer skills, multi-application navigation and multi-tasking
- Accepts accountability
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