Customer Service Representative I

Fortegra Financial•Farmington Hills, MI

77d

About The Position

The Customer Service Representative is responsible for providing outstanding customer support by ensuring quick and precise communication, making required plan adjustments, and collaborating with other team members and departments to resolve customer, store representative, and fulfillment team inquiries and issues. Key duties include answering phone calls, delivering customer service, and promoting products and services. This position reports to the Call Center Supervisor. The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Requirements

High School Diploma or equivalent required.
2 plus years customer service experience required
Ability to thrive in a fast-paced, rapidly changing, high volume work environment.
Clear and articulate communicator, both verbal and written.
Ability to shift between priorities.
Problem solving skills.
Ability to multi-task using a telephone and computer.

Nice To Haves

Experience in a call center environment preferred.
Bi-Lingual in Spanish a plus.

Responsibilities

Interacts through telephone communication to provide needed support, quickly identifying customer's needs while showing empathy for the customer's situation.
Communicates clearly, through email and direct conversations with the customer, and conveys needed information in a way the customer can understand.
Resolves issues with escalated calls in a friendly, courteous manner even if the customer is angry or unpleasant.
Works as a team with co-workers, paying close attention to detail and resolving issues in the best interest of the customer, store representative and the company.
Ability to use various forms of technology to analyze the customer's situation, to suggest improvements to company procedures, website and communication to our customers/dealers.
Pleasant at all times, has a friendly style and is able to nurture strong, long-term relationship with any customer or store representative.
Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
Display a consistently positive, professional and cooperative tone with members, contacts and co-workers.
Meet and sustain corporate objectives.
Remain flexible to work various shifts as needed in order to meet the needs of increasing member base.
Prepare ad-hoc reporting and data requests
Special projects as assigned