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Customer Service Representative

Employer
Assurant
Location
Addison, Texas
Salary
Not Specified
Closing date
Jun 29, 2019

View more

Category
Customer Service
Job Type
Not Specified
Career Level
Not Specified

Job Details

We are always looking for great talent to fill current/future openings at Assurant.

The Customer Service Representative (CSR) position has direct impact on the customers satisfaction and experience with our company, products, and services. This role is responsible for providing superior service to our customers who have purchased extended warranty contracts for wireless cell phone handsets. Key responsibilities include verbally collecting pertinent information for the customer over the phone, determining insurance coverage on each claim, and providing the appropriate resolution based on Assurant company guidelines and values.

Successful CSRs are able to respond with empathy during difficult customer conversations, while simultaneously entering data on different screens.

Answer incoming customer calls and provide appropriate level of service and issue resolution according to company guidelines while providing a superior customer experience.

- Receive and answer customer questions and resolve concerns relating to claims, warranties, and product servicing.

- Follow standard screens/scripts as appropriate.

- Maintain and update customer account records as needed.

- Appropriately escalate customer questions and issues when necessary according to guidelines.

Assess client needs and resolve claims according to insurance policy provisions and customer service guidelines.

- Coordinate with immediate supervisor or other personnel as needed to resolve claims and issues not of routine nature.

- Gather information and examine forms, policies, and other records as provided by claimant and other agencies orresources to make appropriate determination of resolution.

- Forward suspected fraudulent and questionable claims to appropriate personnel.

- Balance workload based on business needs between paperwork and in-bound calls. Responsible for meeting deadlines and requirements.

Maintain and update product knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.

- Build and maintain effective working relationships and support teamwork in meeting company goals.

- Understand how the Customer Service Representative role fits into the larger organizational context and actively support others in the achievement of common goals.

- Maintain professionalism with all contacts, both internal and external and treat individuals with respect.

- Participate in special projects, assume new responsibilities, and adjust priorities as requested.

Basic Qualifications Required Experience, Skills, and Knowledge:

  • High school diploma or GED
  • Minimum 6 months previous customer service experience
  • Ability to type 25 words per minute

Other Requirements:

  • Excellent customer service and communication skills
  • Ability to multi-task

Preferred Experience, Skills, and Knowledge:

  • Minimum of 1 year experience as a Customer Service Representative in a call center environment
  • Experience moving between multiple screens while entering data
  • Bilingual a plus

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Company

At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.

The brands people trust ... trust Assurant.

We help our clients connect and protect over 300 million consumers around the world.

We have 125 years of experience, 14,000 employees and operate in 21 countries.

Our unwavering purpose

We protect what matters most.

Our uncompromising values

Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.

COMMON SENSE

We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.

COMMON DECENCY

We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.

UNCOMMON THINKING

We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.

COMMON RESULTS

We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.

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