Customer Service Specialist I | Henderson, NV

EMPLOYERS•Henderson, NV

9d•Onsite

About The Position

The Customer Service Center Specialist I provides support to EMPLOYERS’ customers, both internal and external, via inbound/outbound calls and e-mails. The Customer Service Center Specialist I is motivated to maintain customer satisfaction and contribute to the organizations success by resolving any emerging issues a customer might face with accuracy and efficiency.

Requirements

Bilingual English/Spanish communication skills required.
Must have High School diploma or GED equivalent.
Must have one (1) year of experience in office, in a call center environment.
Ability to perform multiple tasks simultaneously.
Ability to adjust priorities appropriately in a fast paced environment.
Ability to conduct business efficiently and effectively over the telephone utilizing proper phone etiquette.
Ability to read, write, and communicate clearly in English.
Demonstrated customer service experience.
Possess expert PC skills including Outlook, Word, Excel spreadsheets and Internet use.
Demonstrate attention to detail with timeliness and accuracy.
Maintain high standards, measures despite pressing deadlines and added responsibilities.

Nice To Haves

Bilingual in Spanish
Experience with cloud based Call Center ACD/CRM software preferred.
Experience with Five9 telephony system preferred.
Relevant product knowledge (Insurance or Workers’ Compensation).
Associates Degree preferred.
An equivalent combination of education and experience may be substituted for the requirements listed above.

Responsibilities

Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 2 workgroups.
Provide information, answer questions and facilitate resolution to customer inquiries.
Provide accurate information to customers in accordance with company policy and department guidelines.
Defuse situations through research, customer education, and investigation.
Demonstrate listening skills while exhibiting excellent customer service and integrity to promote ease of doing business with EMPLOYERS.
Document details of interactions consistently, timely and accurately.
Act in accordance with policies, procedures, statutes and state laws, as applicable.
Process requests for forms and applications.
Route calls when necessary to appropriate resource.
Assist clients with registering and navigating EMPLOYERS online systems.
Follow through on customer communications via phone, email or chat as needed.
Display basic knowledge and competency in assigned workgroup(s).
Meet performance and quality standards.
Recognize and alert management of trends in customer calls.
Utilize internal and external resources to improve knowledge and skill base.