At a glance
Location: US-TN-Work From Home - TN
Posted: 11/30/2021
Closing: 12/29/2021
Degree: High School
Employment Type: Full-Time
Experience: Not Specified
Call Center - Customer Service Representative
Acceptance Insurance
Job description

Job Overview:

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.

Office Hours:

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

Desired Qualifications:

  • 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

Telecommuting Requirements:

  • Candidate must have an area his/her residence that can be established as a remote workspace that will be private and otherwise conducive to successfully performing the job functions of the position to which you are applying.
  • Candidate must have, or be able to arrange prior to his/her start date, dependent and/or adult care during working hours.
  • Candidate must have, or obtain access to prior to his/her start date, access to high speed internet with a direct wired LAN connection.  Dial-up internet, WiFi and hotspot access is not permitted.
  • Candidate must have, or be able to obtain prior to his/her start date, equipment or accessories that he/she believes are necessary to successfully perform the job functions of this position.


Physical Demands:

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.

Job requirements