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 Specialist at Boston Document Systems handling service inquiries and support for customers. Collaborating with the team to ensure efficient communication and record-keeping.
Responsibilities
- Collaborate closely with the Customer Service Team to log, manage, and respond to customer support needs.
- Process incoming requests from customers for supplies, support, and service.
- Respond to client inquiries through customized email communications and develop strategies to address each client's unique needs and requests.
- Maintain detailed records of incoming service requests by logging contact names, phone numbers, email addresses, and specific notes regarding their needs.
- Work with BDS field technical staff on-site for service repair, scheduling on-site visits, and remote technical support for clients and technicians.
- Schedule and monitor service dispatch calls with third-party technicians across the USA.
- Support quality improvement initiatives.
- Achieve the goals, initiatives, and expectations established by management.
Requirements
- Experience working within a customer support department supporting clients' technical needs such as office equipment repair, IT, manufacturing equipment, service-based business, or related industry preferred but not required.
- High school diploma or equivalent required, associate or bachelor's degree preferred
- Excellent communication skills
- A strong attention to detail and highly efficient organizational skills.
- Ability to collaborate effectively with clients, team members, and management.
- Excellent listening skills
- Efficient phone skills
- Strong systems skills including Excel, Microsoft Office
- Strong email and writing skills
- Proven experience working within a busy incoming call center supporting business client needs.
- 3+ years of experience as a customer service representative within a call center or equivalent environment is preferred.
Benefits
- Competitive compensation -commensurate with experience
- Medical, vision, dental
- Supplemental Insurance options
- Pet Insurance & Legal plan coverage options
- Generous paid time off (PTO) program
- Employer paid Life Insurance
- 401(k) plan with company match
- Professional development
- Company Outings and Events
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