Hybrid Customer Service Representative

at Sentry

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $16 - $24 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, El Paso, United States

About the role

• Customer Service Representative providing assistance to insureds and customers at Sentry. Focused on quality service, relationship-building, and timely resolution of customer requests.

Responsibilities

• Ensure a quality customer experience for our insureds and customers by reducing friction points.
• Listen to and assess customer needs to take appropriate action to fulfill their requests.
• Build positive relationships and create customer confidence, loyalty, and retention by resolving requests using knowledge, empathy, and sound judgment.
• Provide timely customer service meeting or exceeding specified service standards.
• Receive a high volume of telephone calls for assigned line of business and provide upfront assistance.
• Navigate multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations in support of insureds and customers.
• Record and file provided information from each call and/or electronic request in the appropriate system application.
• Research and identify contact center problems and issues using standard procedures.
• Report trends, issues and feedback learned from customer interactions to support continuous improvement.

Requirements

• High school diploma.
• Proficiency in Spanish preferred, but not required.
• Good human relations skills to deal effectively with customer issues in a professional manner.
• Ability to communicate effectively and accurately verbally and in writing.
• Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word.
• Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position.
• Ability to meet or exceed attendance requirements, providing reliable and predictable attendance.
• Basic critical thinking, creativity, and problem-solving skills to provide positive resolution.

Benefits

• Flexibility through a scheduled Hybrid work model.
• In-office workspace and materials for your home office.
• Meal Subsidy available for associates who report to an office.
• 401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting.
• Continue your education and career development through Sentry University (SentryU).
• Generous Paid-Time Off plan.
• Volunteer-Time off.
• Group Medical, Dental, Vision, Life insurance.
• Parental leave and Health and Wellness benefits.
• Employee Assistance programs.
• Sentry Foundation gift matching program.