Customer Service Rep - Senior

Pay Rate: $20/hr

Summary:

• Location: Warwick, RI
• Work Mode: Hybrid (In-office for training, then primarily work from home)
• Training hours and location: 8:30am - 5:00pm Monday - Friday EST
• Post-training hours: 8:00am - 6:00pm EST, Monday through Friday

Responsibilities:

• Communicate with customers via telephone using strong communication skills, active listening, and empathy.
• Drive solutions that best meet the customers needs.
• Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, and basic procedures.
• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Support special product and/or service campaigns as needed, or as requested by the customer.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customers inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills.

Requirements:

• Suggested 2 years of experience in Customer Service. Prior Call Center experience is highly preferred.
• Must live within one hour commute of Warwick, RI building.
• Experience navigating multiple screens while delivering good customer experience.
• Strong computer/keyboard skills as well as analytical and problem-solving skills.
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking.
• Communicates complex verbal and written concepts with ease.
• Live within a commutable distance to a company office for business reasons (monthly events, training, meetings).
• Training will be in-office for a designated duration. No time off can be taken during training and nesting period. Must adhere to strict start/end times.
• After training, the job is performed primarily virtually with required monthly in-office days based on business needs.
• Required to work an assigned shift during hours of operation between 8:00am 6:00pm ET, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process.
• Able to work in a stationary position 75% of time.
• Strong home internet connection is required. At least 50 Mbps internet speed. Internet connectivity from home is required while we are in a virtual environment. Must have high-speed internet (DSL, Cable, Telecommunication, etc...) and can connect to their router/modem via a LAN cable (not wireless).

Preferred Skills:

• High School diploma, GED, some college experience, trade, or professional certification.
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting, and marketing functions.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style which promotes a quality image of the company.