Customer Service Representative

Pay Rate: $20 per hour
Location: Cary, NC 27513
Work Mode: Full-time virtual position

Flexible to work specific shifts during hours of operation between 8:00am – 8:00pm EST, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need.

Responsibilities:

• Handle inbound customer service inquiries via telephone and/or email and resolve complex customer issues.
• Leverage effective listening skills, attention to detail, strong intellectual curiosity, and a desire to make a difference to ensure each customer experience is exceptional.
• Deliver solutions that meet customer needs, providing a service experience that exceeds expectations.
• Provide assistance during company enrollment periods and field questions regarding billing, claims, and plan information.
• Respond to customer requests via telephone or email, providing solutions that best match the customers’ needs.
• Research requests regarding various product aspects, policy provisions, claim status, and basic procedures.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas.
• Enhance and strengthen the relationship between the customer and the company using strong communication skills, keen listening skills, and empathy.
• Support special product and/or service campaigns as needed.
• Access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.

Requirements:

• Minimum 2 years of customer service experience.
• High School diploma or GED.

Preferred Skills:

• Some college experience, trade or professional certification.
• Insurance or Financial Services industry experience or product-specific experience.
• Prior call center experience is highly preferred.
• Ability to learn quickly and continuously develop functional knowledge and understanding of company products.
• Strong computer/keyboard skills as well as solid math, analytical, and problem-solving skills.
• Superb listening skills and professional oral & written communication skills.