Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
About the role
- Customer Service Representative providing positive experiences in insurance support via phone calls. Handling policy inquiries and maintaining customer relations on a hybrid schedule.
Responsibilities
- A Customer Service Representative is expected to handle an average of 5 phone calls/hour.
- Develop and maintain a vast knowledge and understanding of company processes and procedures within claims, accounts, underwriting, distribution and brand, in automobile, homeowner, mobile home, commercial, umbrella and all other lines of business that may apply.
- Respond, interact, and communicate as a highly skilled insurance professional with prompt, accurate information.
- Connect with the customers by utilizing active listening skills to understand the personality and needs of the caller.
- Clearly and accurately document all transactions and interactions in the company systems.
- Obtain and/or process policy changes or quotes as requested by insureds, agents, lending institutions, automobile dealerships, and all other customers as appropriate.
- Review cancelled insurance policies due to nonpayment for possible reinstatement.
- Communicate details on use of the NYCM web site, including MyAccount, Agent Lobby, and Mobile App.
- Complete telephone interviews.
- Assist teammates with questions or escalated calls.
- Assist with special projects, new procedures and/or enhancements to existing procedures as needed (monthly to quarterly).
- Assist with new hire training and/or interdepartmental shadowing.
- Other duties as assigned.
Requirements
- GED
- Experience in a service field
- High service orientation with positive outlook.
- Intermediate personal computer skills, including electronic mail, routine database activity, word processing.
- Knowledge and understanding of call center software.
- Excellent communication and listening skills.
- Ability to multi-task.
- Adaptability.
- Critical thinking skills.
- Attention to detail with ability to make quick and accurate decisions.
- Team oriented and the ability to work independently.
Benefits
- Shift differential-10% on top of all your hours worked once you are working your required shift.
- Medical, Dental, Vision Insurance
- Mileage Reimbursement
- Paid Time Off
- Employee Education Programs with incentives
- Wellness Program with incentives
- 401K Defined Contribution Plan w/up to 8% match
- 12 Paid holidays year (flexible options for Customer Service Reps)
- Make-up time
- Fitness Center (Edmeston & Sherburne locations)
- Cafe (Edmeston location)
- Potential bonus based on company performance
- NYCM Insurance discount
- Yearly evaluations
Job title
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