Customer Service Representative for Sentry Insurance handling phone inquiries and providing quality customer service. Join one of the largest mutual insurance companies in the U.S. and be a part of a growing team.
About the role
- Customer Service Representative at Wawanesa Insurance delivering exceptional service in a high-paced contact center. Resolving inquiries and supporting policy updates while ensuring compliance with company standards.
Responsibilities
- Deliver exceptional service in a fast‑paced contact center by resolving complex inquiries, supporting policy updates, and ensuring compliance with company and PCI standards.
- Retain members through effective problem‑solving, professional communication, and accurate documentation of all interactions.
- Identify opportunities to upsell and cross‑sell insurance products while maintaining a customer‑focused approach.
- Handle escalated contacts with courtesy and professionalism, collaborating with internal teams to provide seamless customer experience.
- Consistently meet and exceed individual and team performance goals in a high‑volume environment.
Requirements
- High School diploma or GED required; college degree preferred.
- Strong computer, phone, typing, grammar, and multitasking skills.
- Excellent customer service, active listening, and problem‑solving abilities.
- Ability to balance efficiency and quality in a fast‑paced environment.
- Strong attention to confidentiality and compliance with company guidelines.
- Flexible to work extended hours, weekends, nights, and holidays.
- Team‑oriented with positive communication and collaboration skills.
- Property & Casualty or Personal Lines license required (or ability to obtain within 90 days; training and fees covered).
- Spanish fluency required for bilingual queue (assessment provided).
- Previous insurance or call center experience preferred.
- Must pass a background check and drug screening.
- Must reside within 80 miles of 20 First Plaza Center NW, Albuquerque, New Mexico 87102.
Benefits
- Health coverage for medical, dental, vision
- 401(K), Roth 401 (k) saving plan with company match
- Remote work opportunities
- Tuition assistance
- Employee appreciation and recognition
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