Customer Care Specialist
About The Position
As a Customer Care Specialist, you will be the primary contact responding to inquiries from internal and/or external customers. Apply skills and procedures to provide a high level of value and service while creating effective working relationships with all customers. Utilize online procedure manuals and system applications to effectively interpret and resolve customer inquiries and provide clear and accurate information and education to promote understand of products and services. Uses limited knowledge of product features for transaction processing. Handles low risk/low complex transactions and minimal phone calls. Appropriately refer complex questions or concerns requiring additional research for resolution of the customers inquiry. Assist in identifying process-improvement opportunities which promote cost-effective service delivery. Assist with troubleshooting and resolving issues related to system applications and customer experience. Educate customers regarding online resources available to promote self-service for more efficient access to information and increased transaction efficiencies. Provide services which meet established compliance and state regulatory requirements. Perform other job-related duties or special projects as required.
Requirements
- High school diploma or equivalent, plus 1+ years related work experience.
- Ability to learn and understand a broad range of insurance products and apply that knowledge by referencing appropriate tools and resources.
- Responsible for providing excellent customer service while answering questions, gathering information and completing effective and timely applicable documentation for each call.
- Ability to efficiently navigate and use multiple technology solutions, including but not limited to, intranet, contact center documentation software, claim system and internal tools.
- Must be able to type 40 words per minute with proficient computer skills.
- Analytical, organizational, problem solving, attention to detail and decision-making skills.
- Ability to meet or exceed established measurements.
- Ability to work under limited supervision and be able to wear a telephone headset for an extended period of time.
- Must maintain confidentiality.
Responsibilities
- Responding to inquiries from internal and/or external customers.
- Utilize online procedure manuals and system applications to effectively interpret and resolve customer inquiries
- Provide clear and accurate information and education to promote understand of products and services
- Handle low risk/low complex transactions and minimal phone calls.
- Appropriately refer complex questions or concerns requiring additional research for resolution of the customers inquiry.
- Assist in identifying process-improvement opportunities which promote cost-effective service delivery.
- Assist with troubleshooting and resolving issues related to system applications and customer experience.
- Educate customers regarding online resources available to promote self-service for more efficient access to information and increased transaction efficiencies.
- Provide services which meet established compliance and state regulatory requirements.
- Perform other job-related duties or special projects as required.
Benefits
- Personal Time Off (PTO) is provided to hourly (non-exempt) employees and provides a set amount of accrued time earned each pay period. Employees can use their PTO for vacation, personal or short-term illness.
- Pension Eligible
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
