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Kingston,
ON
(Click company name to view employer profile and all available
positions.) |
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Career Field |
Information Systems/Internet
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| Insurance
Discipline |
All
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| Relocation
Assistance |
Not Available
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| Job
Duration |
Full Time |
| Salary
Offered |
Open |
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OVERVIEW/GENERAL DESCRIPTION
Handling inquires, resolving customer concerns, retaining and promoting products and services, based on established policies and procedures, through education and influence. Working in a cubicle, handle incoming calls regarding credit protection insurance coverage in a customer service/retention environment for the duration of the shift.
ESSENTIAL FUNCTIONS
1. Handle incoming calls in a high-volume retention sales and service environment;
2. Expected to meet and challenged to exceed department standards with respect to Key Performance Indicators (quality of customer interactions, retention of customer products and services, efficiency of service delivery), resulting in world-class customer service;
3. Educate customers on the features and benefits of various products and services, including credit insurance and debt deferment and make recommendations based on customer needs;
4. Adhere to call handling guidelines and schedule;
5. Relay customer feedback to supervisor in order to identify trends and situations requiring further investigation;
6. Ensure data accuracy and security;
7. Other duties as assigned to fulfill business needs.
ANCILLARY FUNCTIONS
Participation in committees, community, company events and social activities
MENTAL DEMANDS
Works a variety of different shifts as required by business operations needs. Communicate effectively with difficult and/or irate customers. Handle high volume of repetitive calls.
PHYSICAL DEMANDS
Works in a fast-paced, professional, highly structured and monitored environment. Wears a headset for duration of shift. Uses a keyboard and computer, sitting for long periods of time.
CONTACT WITH OTHERS
1. Internal: Independent work within a large group, interaction with management, staff and other department personnel.
2. External: Customers and clients.
SUPERVISION GIVEN
N/A
SUPERVISION RECEIVED
Works under immediate supervision and from detailed verbal and/or written instructions. Frequent coaching from direct supervisor and quality assurance coordinators on performance and results. Additional supervision received from other supervisors and members of the management team.
EQUIPMENT USED
Personal computer, business software applications
CUSTOMER SERVICE OBJECTIVES
Support the customer by practicing the corporate customer service objectives and by providing value-added services.
SKILLS REQUIRED
KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED (Minimum Level Necessary)
Education: High School Diploma
Skills: Proficient keyboarding skills, familiarity with basic computer applications (MS Excel, MS Word, Internet Explorer)
Experience: 1 - 2 years previous experience in a customer service capacity, focusing on customer satisfaction and loyalty.
Core Competencies:
· BUILD CREDIBILITY AND TRUST - Adheres to Assurant values and high ethical standards of behaviour by demonstrating respect, honesty, consistency and fairness when interacting with colleagues, customers, business partners and other stakeholders.
· DELIVER RESULTS - Tenaciously works to meet or exceed expectations by keeping self and/or others focused on achieving critical goals.
· DEMONSTRATE RESILIENCE - Reacts positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles.
· FOCUS ON CUSTOMERS - Identifies and meets the needs of customers by building productive customer relationships and providing value in ways that increase customer satisfaction and loyalty.
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