The Customer Service Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing strong customer relationships.
Essential Duties and Responsibilities:
Take ownership of any inquiry, issue or concern the caller may have and determine appropriate course of action.
Answer inbound calls and field questions pertinent to client files and determine appropriate course of action.
Serve as the initial point of contact after a specific event, including but not limited to recognizing potential issues and asking clarifying questions to best assist the caller.
Document specific details of every call interaction within our CRM system.
Demonstrate excellent phone etiquette, dedication to customer service, and strong problem-solving abilities.
Answer all calls with the ability to de-escalate situations where appropriate and provide solutions that leave the caller with a clear understanding of their options.
Access CRM details to determine extenuating circumstances, including but not limited to providing information and explanation as to the status of the file.
Handle most situations independently with the ability to resolve conflicts and empathize with customers.
Provide superior service while showing empathy.
Share feedback when training opportunities are identified.
Promote teamwork through consistency, reliability, and group cohesiveness.
Communicate effectively through oral and written communication.
Continuously consider process improvements and share opportunities with Leadership.
Adhere to schedules while maintaining an acceptable level of service, customer satisfaction, and quality.
Position Requirements
High school diploma or general education degree (GED)
Excellent verbal and written communication skills
Proficient in Microsoft Office Suite (Word, Excel, Outlook)
Ability to type while speaking to customers.
Ability to work independently as well as in a team environment.
Ability to successfully complete client requirements testing.
Customer-oriented with the ability to effectively troubleshoot and resolve customer questions and concerns.
Adaptability to new situations and quick learning.
High level of flexibility in a constantly changing environment
Ability to multi-task and manage several systems daily.
Ability to make quick decisions by balancing company guidelines and customer needs.
High degree of dependability, motivation, and flexibility
Maintain confidentiality
Desired Skills
Typing speed of 45-50 words per minute.
Previous experience in legal, insurance, or banking industries preferred.
Previous call center experience required.
Some College
Bilingual a plus
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