Hybrid Customer Service Representative – Emergency Services

at Generali Global Assistance

• Job title: Customer Service Representative – Emergency Services
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Pembroke Pines, United States

About the role

• Customer Service Representative handling customer inquiries regarding travel protection plans for Generali Global Assistance. Answering calls and emails, documenting interactions, and assisting customers with claims processes.

Responsibilities

• Answer inbound calls and automated call backs, assisting clients with coverage questions, policy modifications or cancellations, claim filing, claims status requests, etc.
• Make outgoing calls following up on customer requests
• Provide information on travel protection plans to travel agents or directly to passengers.
• Documents all interactions with passengers.
• Attends weekly team meeting to stay abreast of product information, and procedural/policy changes and department or company updates?
• Participate in individual and group training, complete mandatory company training within deadlines.
• Follows proper procedures as detailed in performance guidelines, and representing the mission statement, values, and standards of Generali
• Manages personal email inbox to stay informed of company and departmental updates
• Any additional tasks assigned by management.

Requirements

• High School Diploma or Equivalent (GED) required.
• Excellent verbal and written communication skills
• Insurance benefits administration (Travel/Health insurance).
• Proficiency in Microsoft office Suite; ability to conduct internet research
• Prior customer service experience.
• Good communication skills, both verbal and written; fluent English required
• Excellent customer service skills.
• Excellent critical thinking and decision-making skills.
• Active listening skills to understand customer needs and concerns
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.

Benefits

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave
• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Company paid life insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)