Customer Service Specialist I | 100% In-Office call center environment (Maitland, FL)
General Summary
The Customer Service Center Specialist I provides support to EMPLOYERS' customers, both internal and external, via inbound/outbound calls and e-mails. The Customer Service Center Specialist I is motivated to maintain customer satisfaction and contribute to the organizations success by resolving any emerging issues a customer might face with accuracy and efficiency.
Essential Duties and Responsibilities
- Customer Experience - Call Center
- Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 2 workgroups.
- Provide information, answer questions and facilitate resolution to customer inquiries.
- Provide accurate information to customers in accordance with company policy and department guidelines.
- Defuse situations through research, customer education, and investigation.
- Demonstrate listening skills while exhibiting excellent customer service and integrity to promote ease of doing business with EMPLOYERS.
- Process and Procedure - Call Center
- Document details of interactions consistently, timely and accurately.
- Act in accordance with policies, procedures, statutes and state laws, as applicable.
- Process requests for forms and applications.
- Route calls when necessary to appropriate resource.
- Assist clients with registering and navigating EMPLOYERS online systems.
- Follow through on customer communications via phone, email or chat as needed.
- Functional and Technical - Call Center
- Display basic knowledge and competency in assigned workgroup(s).
- Meet performance and quality standards.
- Recognize and alert management of trends in customer calls.
- Utilize internal and external resources to improve knowledge and skill base.
- Other duties may be assigned.
Job Requirements
- Must have High School diploma or GED equivalent.
- Must have one (1) year of experience in office, in a call center environment.
- Ability to perform multiple tasks simultaneously.
- Ability to adjust priorities appropriately in a fast paced environment.
- Ability to conduct business efficiently and effectively over the telephone utilizing proper phone etiquette.
- Ability to read, write, and communicate clearly in English.
- Demonstrated customer service experience.
- Possess expert PC skills including Outlook, Word, Excel spreadsheets and Internet use.
- Demonstrate attention to detail with timeliness and accuracy.
- Maintain high standards, measures despite pressing deadlines and added responsibilities.
Preferred, But Not Required
- Experience with cloud based Call Center ACD/CRM software preferred.
- Experience with Five9 telephony system preferred.
- Relevant product knowledge (Insurance or Workers' Compensation).
- Bilingual English/Spanish communication skills preferred.
- Associates Degree preferred.
An equivalent combination of education and experience may be substituted for the requirements listed above.
Work Environment
- This position is required to be in-office full time (located in Maitland, FL) with minimal travel to other office locations/meeting locations occasionally.
- This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.
- This is largely a sedentary role; however, some mobility is required
- May work early, late, or occasional weekend hours to accommodate business needs
- Occasional lifting of a maximum of 30lbs.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Pay Rate: $20.50 per hour (21.50 per hour for bilingual (Spanish) ) and a comprehensive benefits package with 401k and match. Please follow the link to our benefits page for details! EMPLOYERS Benefits
About EMPLOYERS:
As a dynamic, fast-growing provider of workers'' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work!
We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS!
Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees.
We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other!
At EMPLOYERS, you'll discover an energetic environment that inspires top achievement. As "America's small business insurance specialist", we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career. About EMPLOYERS