Insurance Customer Service Representative

Description:
• 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.
• Answer high call volume and respond to requests promptly.
• Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and other applications and resources.
• Research billing issues with a working knowledge of primary billing ledgers.
• Process insurance endorsements, such as adding or 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 customer’s 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.

Requirements: • High school diploma or equivalent. • Proficient reading, writing, and math skills. • Bilingual (English/Spanish) preferred. • Must be able to work flexible schedules. • Minimum one year of Call Center experience or two years in Customer Service. • Computer literate with the ability to learn customer service software applications. • Candidate bilingual in both English and Spanish strongly preferred. • Demonstrate superb phone and soft skills, including active listening, independent problem-solving, and responding professionally and compassionately. • Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call. • Exhibit excellent oral and written communication skills concisely. • Demonstrate organizational and prioritizing discipline. • Adapt and adhere to policies and procedures. • Present attributes of a team player committed to growth and development. • Basic level Microsoft Office and Outlook. • Data Entry and proficient keyboard skills.

Benefits:
• Health Insurance
• Dental
• Vision
• Paid Vacation
• Disability Insurance
• Employer Matching 401(k) Program

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