Customer Service Representative builds and maintains client relationships while assisting with system implementation. Collaborates with internal teams and oversees client inquiries and needs.
About the role
- 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.
Responsibilities
- Take customer service skills to the next level
- Ensures a quality customer experience by reducing friction points
- Listens to and assesses customer needs to take appropriate action
- Builds positive relationships and creates customer confidence
- Provides timely customer service meeting or exceeding specified service standards
- Receives a high volume of telephone calls for assigned line of business
- Provides upfront assistance to our insureds and customers in need of service
- Navigates multiple systems and technologies to provide and gather information
- Records and files provided information from each call and/or electronic request
- Researches and identifies contact center problems and issues
- May assist with handling issues and communicating updates to peers and management
- Escalates more complex issues as needed
- Reports 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
- Ability to meet or exceed attendance requirements, providing reliable and predictable attendance.
- Hours for this job include nights, weekends, holidays.
- Possesses basic critical thinking, creativity, and problem-solving skills to provide positive resolution.
Benefits
- Flexibility through a scheduled Hybrid work model
- Two days work from home if you choose
- Sentry associate will have an in-office workspace and materials for home office
- Meal Subsidy available for associates who report to an office
- 401(K) plan with a dollar for dollar match
- Immediate vesting
- Continue your education and career development through Sentry University (SentryU)
- Tuition Reimbursement program
- Generous Paid-Time Off plan
- Volunteer-Time off
- Group Medical, Dental, Vision, Life insurance
- Parental leave
- Health and Wellness benefits
- Well-being and Employee Assistance programs
- Sentry Foundation gift matching program
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