Customer Service Representative

Sentry Insurance•El Paso, WI

1d•Hybrid

About The Position

The General, a subsidiary of Sentry Insurance, is currently seeking motivated individuals to join our team in an entry-level role focused on customer service. This is a great opportunity to start or grow your career in a fun, team-focused environment, while facing new challenges to develop professionally. You’ll participate in required training activities and learn product and system knowledge necessary to respond to auto policy -related inquiries received from agent’s agency staff, operations and customers. We’re looking for qualified candidates who will thrive on the front lines by providing stellar service to our customers over the phone. Bring your strong critical thinking skills and a “can do” attitude to this fast-paced position. Take the customer service skills you have acquired over the years to the next level or make a change and start down your new career path today with our growing team of Service Professionals at one of the largest mutual insurance companies in the U.S! We are looking for representatives that are bilingual in English and Spanish. We are recruiting in Nashville TN, El Paso TX, and Stevens Point WI for a hybrid work model. New Hires coming to us will receive in total a $1000 Sign-on Bonus: $1500 Sign-On Bonus for Bilingual over the course of one year New Hires coming to us with a Property & Casualty Producers license will receive in total a $1,000 sign-on bonus paid over the course of 6 Months in addition to our new hire sign-on bonus As a member of Sentry’s Customer Service Team you will be the first phone contact with our customers. In addition, you will: Ensures a quality customer experience for our insureds and customers by reducing friction points and ensuring an effortless process. Listens to and assesses customer needs to take appropriate action to fulfill their requests. As a key point of contact for customers, builds positive relationships and creates customer confidence, loyalty and retention by resolving requests using knowledge, empathy and sound judgment. Provides timely customer service meeting or exceeding specified service standards. Receives a high volume of telephone calls for assigned line of business and provides upfront assistance to our insureds and customers in need of service. These needs may include locating, providing or obtaining information or documentation, instructions on how to proceed with a claim, answering questions, routing or transferring calls as appropriate, entering data to begin a claim, etc. Navigates multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations in support of insureds and customers. Records and files provided information from each call and/or electronic request in the appropriate system application. This may include loss information, received documentation, payment processing, policy changes with customers, etc. Researches and identifies contact center problems and issues using standard procedures. May assist with handling issues and communicating updates to peers and management. Escalates more complex issues as needed. Reports trends, issues and feedback learned from customer interactions to support continuous improvement. Performs other job-related duties as assigned from time to time.

Requirements

High school diploma
Good human relations skills to deal effectively with customer issues in a professional manner.
Ability to communicate effectively and accurately verbally and in writing.
Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word.
Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position.
Ability to meet or exceed attendance requirements, providing reliable and predictable attendance.
Hours for this job include nights, weekends, holidays.
Possesses basic critical thinking, creativity, and problem-solving skills to provide positive resolution

Nice To Haves

Proficiency in Spanish preferred, but not required

Responsibilities

Ensures a quality customer experience for our insureds and customers by reducing friction points and ensuring an effortless process.
Listens to and assesses customer needs to take appropriate action to fulfill their requests.
As a key point of contact for customers, builds positive relationships and creates customer confidence, loyalty and retention by resolving requests using knowledge, empathy and sound judgment.
Provides timely customer service meeting or exceeding specified service standards.
Receives a high volume of telephone calls for assigned line of business and provides upfront assistance to our insureds and customers in need of service.
Navigates multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations in support of insureds and customers.
Records and files provided information from each call and/or electronic request in the appropriate system application.
Researches and identifies contact center problems and issues using standard procedures.
May assist with handling issues and communicating updates to peers and management.
Escalates more complex issues as needed.
Reports trends, issues and feedback learned from customer interactions to support continuous improvement.
Performs other job-related duties as assigned from time to time.

Benefits

Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday in office.
As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.
Meal Subsidy available for associates who report to an office: Offices with a cafeteria, $5.00 daily stipend Offices without a cafeteria, $15.00 weekly stipend
401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.
Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program
Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off
Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.
Well-being and Employee Assistance programs
Sentry Foundation gift matching program to encourage charitable giving.

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