Answer phones to respond to general customer inquiries, invoice questions, payment information, customer change requests and customer complaints. Project a professional company image through phone interaction. Candidates bilingual in both English and Spanish strongly preferred.
Monday – Friday 6 am - 8pm
Saturday 8 am - 5 pm
Essential Job Functions:
Key Function: Customer Service
Answers phone and responds to customer requests in a timely manner
Provides customer with product and service information
Identify, research and resolve customer issues using the computer system and resources
Follow-up on customer inquiries not immediately resolved
Research billing issues with a working knowledge of basic billing ledger skills
Communicates effectively with the customer and leadership
Receives and responds to all customer inquiries and complaints
Responsible for guiding complaint resolution to ensure that proper and satisfactory closings are obtained
Show empathy to the customers while providing one call resolution
Reports all out of line conditions affecting customer satisfaction
Key Function: Proficiency in tasks below
Demonstrates proficient use of soft skills, including active listening, independent problem solving and responding appropriately
Navigates between multiple screens, databases and complex data entry applications to accurately and quickly process insurance endorsements (i.e., adding/removing vehicles, changing coverages to a policy, processing account payments, assisting with online services, and other processes)
Maintains excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner
Maintains expected performance levels and meet or exceed KPI’s
Acts as a team player committed to growth and development
Other duties as assigned
High school diploma or equivalent
Basic reading, writing and mathematics skills are required
Bilingual (English/Spanish) preferred
Multi-Task between multiple screens while speaking with the customer
Minimum of one year of Call Center experience or two years in customer service
Computer literate with the ability to learn customer service software applications
Conveys empathy and resolves customer issues through a Chat Team
Duties require professional verbal and written communication skills and the ability to type 35 wpm
Excellent telephone etiquette to enhance relationships with customers
Job involves sitting, with structured time schedule, working in front of a computer screen
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to do manual tasks which may include the use of hands to finger and handle controls. Tasks may also require the ability to talk or hear. The team member will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way states or implies that these are the only duties to be performed by the team member(s) incumbent in this position. Team member(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
As a Team Member at Acceptance Insurance, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.
We are looking for team members that engage – who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a “make It right” mindset, and focus their energies on solving problems. This means you’ll be supported by a team with all these qualities, too. If this sounds like the kind of team you’d like to join, we want to hear from you!
Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.