Job Description

Project overview

Our client has a unique growth story, with its early beginnings as a family-built general agency in the 1950s. With unquestionable dedication to providing necessary and progressive solutions to an ever-evolving industry, they have become a leading provider of software, payment, billing, and business process outsourcing solutions to the property and casualty insurance industry.

Choosing to work for them as an employee means choosing to work with really good people. Integrity, compassion, and respect are vital to the character of the people who work at their company. Knowledge, flexibility, and constant self-evaluation are drivers of their success. Our client's work environment rewards excellence, not egos.

Desired Work Schedule

• The preferred schedule is 8:40 AM – 5:10 PM Pacific Standard Time. The preferred time zone is East Coast or Central. 
• This is a full-time remote employee role. 40-hour work week in a busy incoming call center.

The Role

Requirements 

• Experience Matters: A minimum of 2 years of experience as a call center representative, with a demonstrated history of excellence. We handle about 100 calls a day! 
• Customer Focus: A genuine passion for helping customers and a dedication to delivering outstanding service 
• Communication Skills: Excellent verbal and written communication skills (we communicate via email as well as voice) with a knack for active listening. Prior formal education on best call center practices is preferred. 
• Problem Solving: Proven ability to handle challenging situations with grace and find creative solutions. 
• Tech Savvy: Familiarity with call center software and a willingness to adapt to new technology. 
• Fluency in both Spanish and English (verbal and written).

Ideal Profile

Responsibilities

• Answers incoming calls, provides callers with the requested information, documenting the call and its outcome on the accounts. Calls are to be answered in accordance with the established KPIs and in ways that ensure an amazing customer experience.
• Review and respond to all e-mail requests from customers or Customer Care management. Provide accurate information, processes service requests, research, and resolve requests relating to routine and non-routine issues.
• Appropriately escalate calls as necessary.
• Notifies the Account Adjustments or Delinquency Management teams of any change needed to an account as determined during an account inquiry.
• Keep timecards up to date and submit timely time-off requests using Paycom.
• Maintain an accurate status in Genesys.
• Participate in team chats in Genesys.
• Process credit card and check by phone payments.
• Provides standard consumer new business and additional premium quotes.

The Performance Of The Customer Care Specialist Will Be Evaluated Based On His/her Effectiveness In Meeting The Following KPIs On An Ongoing Basis

• Handle 71 calls per day.
• Percentage of Delivered Calls Answered — 95%
• Time Available to Answer Calls – 7 hours per day.
• Average Time to Handle a call – 5.5 minutes.
• Average call monitoring score – 3.0

INTERVIEW STEPS

• pre-employment assessment;
• Zoom discussion with the recruiter;
• Zoom discussion with the AVP and Manager of the Customer Care department;
• offer.

What's on Offer?

• Opportunity within a company with a solid track record of performance
• A role that offers a breadth of learning opportunities
• Work alongside & learn from best in class talent

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