Customer Service Rep II- Sarasota, FL
2 days left
- Career Level
- Experienced (Non-Manager)
Provide first level of training and escalation for phone support for customer service reps, consumers, agents and internal company as well as, directly handling phone responsibilities. Responsible for performing different policy level transactions (example: cancellations) as instructed and within level of authority, as well as providing instruction and support to team members for these transactions. Primarily works on team projects as instructed and necessary to maintain First Class customer service.
Essential Duties and Responsibilities:
Completes customer’s transactional requests within applicable policies and identify opportunities requiring a transfer to another area.
Responds to customer questions accurately demonstrating expertise and knowledge of products and processes.
Actively listens to customer issues or questions showing interest and displaying empathy for the caller’s situation.
Provides team support to assist Senior Customer Service Representative and Supervisor.
Provides training, mentoring and support to CSRs as needed to support overall service level objectives and goals.
Assists in the processing policy level transactions (example: cancellations) as instructed and within level of authority.
Reports discrepancies in procedures and policy details to management, as necessary.
Maintains positive market image and customer focus.
Reads, analyzes and interprets procedures and documents. Solves practical problems and deal with a variety of concrete variables.
Interprets a variety of instructions furnished in written, oral, or diagram form.
Performs other duties as required.
This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not and cannot be interpreted as an inventory of all the duties, tasks, responsibilities and qualifications required for the employees assigned to this job.
High school diploma or equivalent.
A minimum of one year of experience in customer service within the insurance industry.
Some college or post-secondary training in business operations or insurance is strongly preferred.
Experience using Microsoft office products.
Must have full operational knowledge of systems and work queues.
Detail-oriented and possess good interpersonal and problem-solving skills.
Flexible and able to adapt in a changing business environment with minimum supervision.
Willing to work flexible schedules to support multiple time zones.
Possess strong communication, organizational and teamwork skills.
Maintain confidentiality at all times.
Licenses and / or Certifications:
2-20 Agent License
Insurance classes through AICPCU are preferred, but not required.