Position: Virtual Call Center Representative

Location: Plano, TX-75023

Fulltime Job

Job Description:

The Customer Care Representative should have a passion to provide optimal customer service experience over the phone to a wide variety of customers about various insurance topics and products.

Candidates should have a positive attitude, willingness to learn, strong work ethic, and comfortable using computers.

Responsibilities Include:

• Receives and answers phone calls from a variety of customers (such as insureds, family members, medical providers, insurance agents, etc) who are calling for service on an insurance policy and/or status of an insurance claim.
• Works promptly, completely, and accurately while appropriately and securely answering all customer inquiries received.
• Promotes customer and client satisfaction with the goal to efficiently resolve most or all customer concerns within the first point of contact.
• Functions within a team-based environment and actively participates in achieving team goals.
• Works well with others. Inquires for help or delegates customer requests not within the employee’s skillset and as needed appropriately and professionally to other employees or internal departments in order to complete the customer service requests received from phone calls.
• Capable to appropriately use various resources including but not limited to customer information, procedures, computer applications, company’s intranet, and the internet with the intent to accurately and efficiently answer customer questions and process customer requests.
• Thoroughly tracks and documents all contacts and conversations in the correct system; follows up to customer request, call-backs, and outstanding work as required or as directed by management.
• Occasionally provides information to other employees and managers on a variety of complex customer service issues requiring knowledge of either life/health, annuity and investment products, phone calls, and transactions.
• Proactively seeks out and discovers customer trends from customer feedback that may cause unneeded additional phone calls or customer concerns that could have been avoided. Reports trends to management when applicable. May additionally suggest an appropriate solution to resolve the given trend for management and company review.
• Receives constructive feedback willingly and professionally. Also, provides solicited feedback appropriately and professionally about customers, systems, and fellow employees to management and/or the company.
• Learns new material at an efficient pace. Completes all required education within expected timeframes. Maintains the knowledge acquired from training through independent continual online courses including but not limited to company policies, computer applications, departmental procedures, and client products and services available.
• Actively seeks out other educational opportunities to improve self, the team, the department, and/or the company.

Preferred Qualifications

• Associates degree preferred.
• Must have previous experience in financial services. General understanding of life and health insurance, or investment products.
• Experience working within a computer mainframe a plus, including CRM or alternative call tracking tool.
• Previous experience working in a high call volume customer care centre, using many different tools and resources. Demonstrated ability to handle complex customer situations via telephone and email.
• Previous experience in escalation management and issue resolution.

Behavioural & Leadership Competencies

• Ability to maintain confidentiality of customer and company information.
• Ability to work independently and seek additional opportunities when able.
• Ability to work in a team environment to develop integrity, trust and respect of co-workers at all levels
• Good verbal and written communication skills

Job Type: Full-time

Salary: $35,000.00 - $45,000.00 per year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• In-person

Work Location: One location

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