Call Center Rep

Job Details

POSITION SUMMARY:  This is a Call Center phone representative (CSR) position responsible for representing our Company while servicing policyholder, agents and individuals calling on behalf of policyholders. This position is a 40 hour per week position with flexible schedules designed to support the business needs. The customer base service is all of North America. DESCRIPTION OF DUTIES: The duties of this position require the employee (CSR) to answer calls from customers, company sales agents and other customers. Each CSR will be responsible for assisting customers with claims questions, policy service questions, claim provider support and individuals representing customers. All lines of business will be supported by the CSR, traditional Combined Insurance business (Accident, Health and Life), Worksite clients, Globe customers and various other business supported and service by Combined. Each CSR will be trained in the business we support, how to communicate professionally with callers, learn the products we sell and service, system access, interpretation of customer data, navigation of customer records and other job knowledge information pertinent to performing the job. Training will be done in phases over several months in the first year via in class training, coaching on the floor while on the job and through some self taught tutorials designed to provide the CSR with the best knowledge to perform the job. Training will be intermixed with performing newly earned skills on the job and scheduled training over several months. Each CSR will have minimum standards to adhere to while in working the job (various different standards designed to measure performance relative to job tenure and learning), these include productivity, quality and dependability in addition to several other measured performance skills that support the job functions. This is a front line position which requires highly trained individuals who know and understand the company, is products and services and have the ability to withstand high volumes of calls, a fast passed environment and business demands requiring an individual to perform at a consistently high level.   REQUIRED SKILLS & EXPERIENCE:  This is a front line position representing Combined and requires a professional individual who manages each customer interaction with skill and leaves the customer positive impression of our organization. As such a candidate must have • excellent verbal and written communications, • good organizational skills, able to learn quickly and able to apply the learned knowledge to the job, • have good analytical skills enabling problem solving, • able to multitask while interacting with customers, • be able to think quickly to make decisions to support customer questions or issues, • be flexible, • have a positive attitude, • be able to accept and adopt change, • must have a professional demeanor both in the office and in dealing with the customer • must be able to effectively interact with customers in all situations – displaying empathy, • upbeat attitude, • able to manage the phone conversation, • should have good PC skills and multi task navigation abilities • ability to interpret information to clearly and concisely verbalize that information • ability “think on your feet” and make appropriate service decisions benefiting the customer as well as the company. The ideal candidate should have prior experience in a service environment dealing with customers directly and indirectly… a minimum of 1 year is preferred. MINIMUM EDUCATION REQUIRED:  High school diploma – or - College degree or post high school education relating to the service industry is preferred… Insurance certification in LOMA, LIMRA, CLU etc are a plus.

http://careers.ace-ina.com/psc/hrprd-careers_1/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL