Customer Service Rep 1 - job 1 of 2

REPORTS TO: Manager

Position Summary for Customer Service Rep 1

Job Description
The CSR1 answers telephone and written inquiries from clients and agents, performing research and solving problems as authorized.
Knowledge Skills and Abilities:

• Ability to successfully complete Life Technical training including classroom exam and phone assessment
• Previous customer service experience preferred
• Excellent verbal and written communication skills.
• Ability to organize and present facts in a clear and concise manner in both speech and correspondence
• Ownership mentality
• Good voice quality (clarity, tone, etc.)

Mental Demands (not only learned mental skills, but also conditions that call for mental discipline)

• Reading comprehension
• Attention to detail
• Decision-making
• Confidentiality
• Problem Solving
• Excellent verbal communications
• Excellent written communication
• Reasoning
• Applied knowledge

Physical Demands (both physical actions that may be required to perform a task and the physical environment in which the task is performed)

• Sitting
• Speaking
• Hearing
• Writing
• Attendance

Equipment (all equipment and special materials needed to perform the task)

• Computer
• Headset
• Webcam
• Microsoft Office
• Internet systems (web browsers, email, etc.)
• Call Center components

If working remote:

• High speed internet
• PC or laptop with high speed capability

Essential Functions

1.0 Answers telephone inquiries from clients and agents
1.1 Identifies callers' concerns by asking probing questions
1.2 Responds to callers in a concise and courteous manner
1.3 Maintains positive and helpful relationship with client or agent as a means of projecting Primerica’s quality image and achieving satisfaction
1.4 Provides caller with complete and accurate information using the department manual, training sessions and system as sources of information
1.5 Recognizes priority situations and understands when and how to notify appropriate parties
1.6 Performs all corrections identified during call which fall within responsibility limits
1.7 Forwards corrections outside responsibility limits to appropriate party for further processing or approval

2.0 Protects the company’s authority to do business by complying with legal and ethical standards, policies and procedures.

• 1 year of call center customer service experience preferred but not required
• Minimum high school diploma or GED
• Previous insurance or financial services experience is a plus
• Excellent PC skills
• Intermediate skills in Microsoft Word
• Excellent verbal and written communication skills
• Excellent customer service skills
• Attention to detail
• Ability to maintain knowledge of company’s products and procedures
• Ability to communicate professionally with irate customers

No

• Day one health, dental, and vision insurance
• 401(k) Plan with competitive employer match
• Vacation, sick, holiday and volunteer time off
• Life and disability insurance
• Flexible Spending Account & Health Savings Account
• Professional development
• Tuition reimbursement
• Company-sponsored social and philanthropy events