Agent Service Center Representative

Chubb•Chicago, IL

About The Position

Often the first point of contact for customers, the Agent Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities. The Agent Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As an Agent Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.

Requirements

Ability to effectively communicate and build strong partnerships with newer employees.
Basic computer skills and knowledge of database software.
Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
Demonstrated attention to detail, organizational skills, and time management skills.
Ability to work a flexible schedule to meet the needs of the business and performance requirements.
Friendly and professional demeanor.
Excellent communication and interpersonal skills.
Ability to remain calm in stressful situations.
High school diploma or general education degree (GED)
3+ years’ experience in a contact center environment preferred.

Nice To Haves

Supplemental insurance knowledge and licensing is a plus.
Bilingual, Spanish-English proficiency is preferred.
Associate degree preferred.

Responsibilities

Demonstrate consistent good quality and performance results.
Provide consistent service that is customer focused and professional.
Supporting Field Sales agents with insurance product information
Assist with basic technical troubleshooting
Be able confident and capable to handle all new business, underwriting, claim and compensation situations.
Learn soft skills while communicating with customers
Focus on customers' needs and develops a customer centric approach in servicing customer’s needs.
Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction and other KPI’s.
Exhibits and practices the Organization’s Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.
Learn all policy product lines, all procedures for the core and worksite calls.
Provides support for business partners as needed.
Expected to be able to work various shifts within 7:30 a.m. – 6:00 p.m. CST timeframe