Customer Escalation Representative

Corestream•Tampa, FL

4d•Hybrid

About The Position

Corestream is seeking a Customer Escalation Representative to ensure all customer inquiries and needs are addressed promptly and professionally. In this role, you will be responsible for delivering efficient and courteous service by managing, coordinating, and overseeing specific customer programs and processes. This is a hybrid role, requiring time in the office one day a week.

Requirements

A High School Diploma required
Active 2-15 Life, Health and Variable Annuity License required
2+ years of experience working in a call center environment
Good written and verbal communication skills are essential
Excellent telephone skills: position communicates with many individuals, both internally and externally
Must have the demeanor and temperance to work effectively in a customer service and fast paced environment
Collaborative team player
Effective problem-solving skills, exceptional organizational and multitasking abilities
Excellent decision-making skills and ability to perform complicated tasks, attention to detail
Basic knowledge of Microsoft applications, especially Word and Excel

Responsibilities

Heavy phone use to answer customer inquiries with a high degree of accuracy, efficiency and courtesy
Requires a significant amount of computer data entry and navigation
The ability to establish and maintain good relations with customers by providing courteous, efficient and professional service is a must
Displays a positive attitude to ensure customer satisfaction
Follows quality system procedures and processes
Recognize, research, isolate and resolve customer inquiries
Type and enter information into a database while a customer is speaking
Must be able to provide clear, concise ticket documentation
Reviews and updates information in an internal data system
Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers
Set appropriate expectations when calls cannot be handled immediately and follow through to completion