About the job
Join our team as a Customer Service Representative and provide outstanding service to our customers. You will engage with clients through various channels, ensuring their inquiries are handled efficiently and professionally.
Your role will involve addressing a variety of customer questions, resolving service-related issues, and processing policy changes that do not require a licensed agent. This position will include both inbound and outbound communication, with a focus on delivering high-quality customer interactions.
Key Responsibilities:
- Address customer inquiries and resolve issues that do not require a licensed agent, directing complex matters to the appropriate departments.
- Process customer transactions as requested during calls.
- Utilize active listening and probing questions to understand customer needs, demonstrating empathy and compassion.
- Ensure accuracy when processing policy changes and verify coverage for customers, providing necessary documentation as required.
- Stay informed on new marketing initiatives to effectively assist with related inquiries.
- Guide customers seeking additional products or services to licensed representatives.
- Strive for first-call resolution and high levels of customer satisfaction on all transactions.
- Assist customers with documentation and follow-ups, ensuring clear communication throughout.
