Service Representative I

Integrity Marketing Group•Canonsburg, PA

About The Position

Provide excellent customer service to customers including inquiries, research, and resolving issues that occur from the onboarding process through commission payment, to ensure customer loyalty and satisfaction. Maintain an accurate tracking system for all agent questions, inquiries, and resolutions.

Requirements

Customer Service - Responds promptly to customer needs; Response to requests for service and assistance; Meets commitments.
Interpersonal Skills - Conveys a friendly, positive attitude while maintaining professionalism at all times. Maintains confidentiality.
Quality Management - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality.
Oral Communication - Listens and gets clarification; Responds well to questions.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.
Planning/Organizing - Uses time efficiently and completes work promptly.
Adaptability - Able to deal with frequent change, delays, deadlines or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
Dependability - Follows instructions, responds positively to managerial direction.
Initiative - Asks for and offers help when needed.
High school diploma; prior experience preferred but not required.
Secondary Education in a Business-related area of study preferred but not required.
Pennsylvania Life and Health Insurance License required.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in person, over the phone, and in writing.
Ability to apply common sense understanding to carry out written or oral instructions.
Basic computer navigation skills and knowledge or familiarity of basic computer programs/applications including but not limited to email, word processing, spreadsheet programs, internet, Adobe, etc...

Responsibilities

Follow proper processes and procedures to ensure timely document turnaround and follow up.
Identify and resolve document issues through professional phone based and written communication with customers.
Contact customers to resolve questions and inconsistencies, or to obtain missing information from documents submitted.
Respond to customer inquiries regarding the status of submitted documents.
Process various forms.
Compile, sort, interpret, and verify accuracy of data to be entered from documents into systems.
Accurately update profiles.
Generate reports.
Keep a record of work completed; transmit entered information into database; file or route documents after entry.
Cooperate in the maintenance and/or modification of company data collection systems.
Scan, fax, email, shred, file, type, and archive documents as needed.
Assist Team with various program operations and administrative duties as requested.
Foster customer service excellence with internal and external customers.
Communicate effectively and professionally in person, over the phone and in writing, with customers, managers, supervisors, vendors and staff.
Learn, implement, and follow procedures completely and efficiently.
Identify, troubleshoot, and resolve operational issues quickly.
Appropriately track and prioritize work assignments, productivity, and issues.
Accurately input information into tracking systems within required time frames.
Perform tasks and duties within deadlines given.
Navigate various websites and computer systems.
Additional responsibilities as assigned.