Customer Service Representative I

Fortegra•Farmington Hills, MI

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.

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
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.