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Call Center - Customer Service Representative

Job Description

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. Candidate bilingual in both English and Spanish strongly preferred.

Office Hours:

Monday – Friday                       6 am - 8pm

Saturday                                     8 am - 5 pm

Essential Job Functions

Customer Service

  • Answer high call volume and respond to requests in a timely manner.
  • Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and various other applications and resources.
  • Research billing issues with a working knowledge of basic billing ledgers.
  • Process insurance endorsements, such as adding/removing vehicles from a policy, changing insurance coverages and other transactions.
  • Process credit card and check payments.
  • Provide product/service information and offer add-on products.
  • Articulate information or direction to a customer’s level of understanding.
  • De-escalate complaints or concerns.
  • Follow-up on inquiries not immediately resolved.
  • Show empathy while providing one call resolution.
  • Maintain expected performance levels and meet or exceed KPIs.
  • Complete other duties as assigned.

Proficiency 

  • Demonstrate Soft Skills, including active listening, independent problem solving and ability to respond professionally and compassionately.
  • Execute superb Phone Etiquette.
  • Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
  • Exhibit excellent oral and written communication skills in a concise manner.
  • Demonstrate organizational and prioritizing discipline.
  • Adapt and adhere to policies and procedures.
  • Present attributes of a team player committed to growth and development.

Desired Qualifications

  • High school diploma or equivalent.
  • Proficient reading, writing and math skills.
  • Bilingual (English/Spanish) preferred.
  • Minimum one year of Call Center experience or two years in Customer Service.
  • Computer literate with the ability to learn customer service software applications.
  • Basic level Microsoft Office and Outlook.
  • Data Entry skills.
  • Type 35 wpm.

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

 

Job Snapshot

Location US-TN-Work From Home - TN
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Retail
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Company Overview

Acceptance Insurance

Acceptance Insurance (NYSE: FAC) is a leading provider of personal automobile insurance and other related products. Headquartered in Nashville, TN, Acceptance markets its services through the Acceptance Insurance, Yale Insurance, and Insurance Plus brands. The company operates over 350 retail locations in 15 states. Learn More

Contact Information

US-TN-Work From Home - TN
Snapshot
Acceptance Insurance
Company:
US-TN-Work From Home - TN
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Retail
Store Type:

Job Description

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. Candidate bilingual in both English and Spanish strongly preferred.

Office Hours:

Monday – Friday                       6 am - 8pm

Saturday                                     8 am - 5 pm

Essential Job Functions

Customer Service

  • Answer high call volume and respond to requests in a timely manner.
  • Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and various other applications and resources.
  • Research billing issues with a working knowledge of basic billing ledgers.
  • Process insurance endorsements, such as adding/removing vehicles from a policy, changing insurance coverages and other transactions.
  • Process credit card and check payments.
  • Provide product/service information and offer add-on products.
  • Articulate information or direction to a customer’s level of understanding.
  • De-escalate complaints or concerns.
  • Follow-up on inquiries not immediately resolved.
  • Show empathy while providing one call resolution.
  • Maintain expected performance levels and meet or exceed KPIs.
  • Complete other duties as assigned.

Proficiency 

  • Demonstrate Soft Skills, including active listening, independent problem solving and ability to respond professionally and compassionately.
  • Execute superb Phone Etiquette.
  • Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
  • Exhibit excellent oral and written communication skills in a concise manner.
  • Demonstrate organizational and prioritizing discipline.
  • Adapt and adhere to policies and procedures.
  • Present attributes of a team player committed to growth and development.

Desired Qualifications

  • High school diploma or equivalent.
  • Proficient reading, writing and math skills.
  • Bilingual (English/Spanish) preferred.
  • Minimum one year of Call Center experience or two years in Customer Service.
  • Computer literate with the ability to learn customer service software applications.
  • Basic level Microsoft Office and Outlook.
  • Data Entry skills.
  • Type 35 wpm.

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

 
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Call Center - Customer Service Representative Apply now