Customer Service Representative I

Amynta Group

2d•Hybrid

About The Position

The CUSTOMER SERVICE REPRESENTATIVE is responsible for handling all incoming calls to our call center. The Customer Service Representative is responsible for assisting callers regarding the company’s programs. As a Customer Service Representative, you will play an integral role in the partnership with our network of agents across the country. The candidate will work closely with team members and collaborate with other departments to provide an excellent customer experience. At BTIS, Customer Service is a philosophy, not a department. We care less about your experience and credentials; we care more about personality, passion, and work ethic. Provide a range of customer service and support to agents and carriers over the phone, through email or chat to service new existing accounts in a high call volume environment. Answer incoming phone calls with a positive and service-oriented attitude. Deliver a high level of customer satisfaction with the goal of creating an exceptional experience. Maintain a continual working knowledge of our client’s products, services, and promotions. Delivers service utilizing prescribed standards to supply accurate information to callers and resolve their issues. Research, resolve and communicates information back to the customer in a clear and educated manner. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Complete a variety of forms and documents based on guidelines. Document all customer information, communications, and sales in CRM system. Review and process applications, binders and other documents required for policy issuance. Process policy endorsements, additional insureds, inspection changes and other requested policy changes. Organize policy files for proper documentation management. Work collaboratively with other team members and across departments to ensure accurate and timely completion of tasks. Other responsibilities as assigned.

Requirements

High school graduate or equivalent education
1+ years of customer service experience
Excellent written and verbal communication skills with the ability to receive and make calls with confidence
Strong organizational and desk management skills
Ability to be a team player collaborating with customers and others within the organization
Detail oriented to complete tasks accurately
Strong work ethic and time management skills
Working knowledge of Microsoft Office, web-based programs, and comfortable learning new software

Responsibilities

Provide a range of customer service and support to agents and carriers over the phone, through email or chat to service new existing accounts in a high call volume environment
Answer incoming phone calls with a positive and service-oriented attitude
Deliver a high level of customer satisfaction with the goal of creating an exceptional experience
Maintain a continual working knowledge of our client’s products, services, and promotions
Delivers service utilizing prescribed standards to supply accurate information to callers and resolve their issues
Research, resolve and communicates information back to the customer in a clear and educated manner
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Complete a variety of forms and documents based on guidelines
Document all customer information, communications, and sales in CRM system
Review and process applications, binders and other documents required for policy issuance
Process policy endorsements, additional insureds, inspection changes and other requested policy changes
Organize policy files for proper documentation management
Work collaboratively with other team members and across departments to ensure accurate and timely completion of tasks
Other responsibilities as assigned