This role requires answering a high volume of incoming phone calls, chats and emails from both internal and external customers regarding coverage issues, claim status and/or complaints on a day-to-day basis. Individuals will be responsible for professionally interacting with customers and providing information in response to any inquiries or concerns ensuring that these issues are resolved promptly, accurately and efficiently. Incumbents must be highly motivated, energetic and have the ability to communicate effectively with a variety of people.
Provide exceptional customer service by responding to all inbound customer calls and written correspondence.
Build rapport with each customer.
Actively listen to customers’ requests, inquiries and needs.
Prioritize customer requests and follow-up on any issues to ensure resolution
Complete first call resolution on commonly asked claims inquiries such as: rental, coverage, payment status, etc.
Manage and utilize time effectively to ensure departmental expectations are met and that service levels illustrate improved customer satisfaction
Warm transfer calls to adjusters
Perform other duties as assigned
High School diploma or equivalent
620 Personal All Lines License
2 years of work experience in a complex customer service environment
Excellent communication skills (both written and verbal)
Attention to detail
Excellent spelling, grammar, and typing skills
Ability to multi-task and prioritize in a fast-paced, high volume call center environment
Strong customer service focus with ability to quickly build rapport
Demonstrated problem-solving skills
Demonstrated time-management skills
Ability to manage conflict and communicate difficult messages
Ability to work independently with limited supervision
Proficient in Windows-based computer programs with excellent navigational skills
Bi-Lingual English/Spanish is a plus
Direct Auto Insurance
- 3 years ago - save job