Job details

Call Center Associate - job 2 of 2

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Summary:

The Call Center Associate is responsible for handling incoming phone calls, utilizing company policies to solve customer concerns and directing calls to the managerial team when necessary. Call Center Agents are often the first point of contact for customer’s inquiry requiring quick and accurate decisions and a focus on first call resolution.

Essential Duties and Functions: include the following. Other duties may be assigned.

Administer and resolve all customers’ inquiries
Provide response to all incoming telephone queries received from customers in timely and professional manner
Excellent organization skills with the ability to work as a team and independently
Ability to multi-task between various software programs
Provide first call resolution
Problem solving and problem resolutions skills
Handle questions and complaints in compliance with state regulations where applicable
Provide excellent customer service to meet the needs of the insured, agent and all other internal and external customers
Solid analytical skills
Provide continuous training and back up support to teammates.
Provide training and guidance to staff of organization as required.

Competencies:

Customer/Client Focus – the tendency to strive to exceed customer expectations. Effectively elicit first-hand customer information and use it to resolve their queries.
Problem Solving – the ability to solve problems and understand complex and unfamiliar information. Readily learn and apply new information and skills on the job.
Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure standards are achieved.
Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required:

High school diploma/GED
Proficient with MS Office
Exceptional telephone demeanor
Ability to maintain a high level of confidentiality
Quality Scores of 95% or higher

Preferred

Excellent interpersonal communication skills

Physical Requirements Necessary on a Regular Basis:

Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.

Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.

Vision sufficient for use of a computer monitor.

Sedentary position. Ability to sit at a desk 7-8 hours per day.

Worker not substantially exposed to adverse environmental conditions

This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

I acknowledge that I have reviewed this job description and can perform the essential duties with, or without, reasonable accommodation.

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.