FF50588616 - Customer Relations Specialist
Fireman's Fund Insurance Company - Missouri

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At Fireman's Fund, you're building a challenging career at the same time as bringing a sense of stability to people's lives. You're also contributing to our success and our reputation as a leader in the field with your skills and expertise. For this you are appreciated, acknowledged, and rewarded. We believe that if you hold on to great people, everyone wins.

Just more proof that a career with Fireman's Fund, isn't just a good idea. It's a smart move. Job Posting Title FF50588616 - Customer Relations Specialist Job Purpose/Role Support Central is designed to create more efficient, effective business user and customer self-service support solutions for Fireman's Fund and its customers. Our mission is to provide our users with access to a centralized, easy to search web-based destination for reference materials complemented by a single point of contact for second level support needs.

The Customer Relations Lead will work closely with the Operations Manager to ensure alignment with our business partners and provide the support necessary to recover from and ultimately eliminate service breakdowns. As a customer advocate the Lead will capture and acknowledge issues, categorize and route to the appropriate subject matter experts, as well as assure issues are resolved in a timely manner. This position is a working team lead who will participate in training and assisting the Customer Relations team to achieve both departmental and company goals. Approximately 50% of each month will be dedicated to acting in the capacity of team lead.

Key Responsibilities - Develop strong partnerships with internal customers and Subject Matter Experts who will provide information and support to the Customer Relations team; - Responsible for coaching individuals or team and training of new Customer Relations staff to achieve quality and performance goals; - Continuously look for process and workflow improvement opportunities within the unit; - Handle escalated customer service concerns/issues and assume ownership of customer concerns and feedback until a resolution is successfully accomplished; - Anticipate customer needs; - Provide world class service to customers; - Work with manager to ensure proper staffing and training and development needs for team are met; - Generation of service improvement ideas in support of our business partners; - Monitor/review calls as needed and provide monthly feedback; - Research process and/or communication breakdowns and provide direct communication with external customers; - Determine when it is appropriate to involve the policyholder, agent, business partners, or others regarding a customer issue or concern; - Oversee and review of work schedules, breaks and requests to ensure proper staffing needs and adherence; and - Performs additional functions as needed. Key Requirements/Skills/Exp

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Fireman's Fund Insurance Company is a premier property and casualty insurance company providing personal and commercial insurance products...