Customer Service Director at Gofor Delivers improving operational efficiencies and customer experience within hybrid logistics. Collaborating with sales and operations to drive success across processes.
About the role
- Customer Care Representative answering and resolving inquiries related to Personal Lines insurance via phone, email, and mail. Contributing to business retention efforts and maintaining technical systems knowledge.
Responsibilities
- Answers all incoming telephone calls promptly and professionally.
- Identifies and responds to questions or problems presented by insured in a manner that meets or exceeds client service level standards.
- Processes and responds professionally to inquiries received via email, fax, or mail within established service levels.
- Accurately documents customer contact reasons and resolution in accordance with department protocol and completes applicable system and carrier website updates.
- Determines, analyzes, and solves problems related to policies and billing issues.
- Successfully applies problem solving and time management methodology; balances multiple tasks as business needs arise while maintaining production and quality standards.
- Uses de-escalation tactics when needed.
- Immediately reports escalated problems, service errors or anomalies to supervisor to effect prompt resolution.
- Takes initiative to contribute to development of long-term solutions to prevent recurring or similar errors or problems, with a “customer first” philosophy.
- Develops and maintains product, procedural and technical systems knowledge.
Requirements
- Associates degree and 1 year experience in customer service and/or sales, preferably in the insurance industry; or an equivalent combination of education and experience.
- Proficiency using computers and Microsoft Office tools required, including experience with administration platforms and call center specific phone systems.
- Strong attention to detail and demonstrated ability to meet established quality and productivity standards.
- NYS Property & Casualty or Personal Lines license is required.
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