Working in a call center environment, provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling needs. Deliver personalized service to providers, claimants, policy holders and agents. Provide help desk support to online customers and facilitate user access and assist with password resets.
The essential functions of this position include, but are not limited to, the following:
Act as primary Customer Service contact for a large volume of inbound calls from providers, claimants, policy holders and agents.
Analyzes problems and provides information/solutions.
Review the problems/concerns of the customer and consult with other areas to obtain further information, clarification or assistance when appropriate.
Provide information by reviewing bills, payments, benefits, policy status, and premium due and facilitate collections by taking electronic premium payments.
Explain Workers Compensation and Property and Casualty policies for external and internal customers.
Act as primary interface for online customers requesting Account Registration access or assistance with resetting of passwords.
Properly assign issues using JIRA and follow-up with Provisioning when appropriate.
Effectively responds to a variety of customer inquiries via emails in a professional and courteous manner.
Documents information, activities and changes of pertinent information and policy transactions in notes system.
Demonstrate a sense of ownership for all work with the goal of positively driving business results.
Compiles regular and special reports, selecting data from various sources as required.
Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
Work productively and harmoniously with others on a consistent basis.
Respond positively to direction and feedback on performance.
Consistently maintain professional and appropriate demeanor.
Perform other duties/projects as assigned.
Education, Skills and Experience Requirements
High School diploma or GED required with an Associates Degree from an accredited school preferred.
Bilingual (fluent Spanish) strongly preferred.
1 year previous call-center/customer service experience required.
Strong computer skills with ability to navigate through multiple applications at any given time.
Proficient with Microsoft Office Suite including Excel, Work, and Outlook.
Demonstrated ability to communicate effectively and listen actively with strong problem-solving skills required.
Prior experience working in a high production environment and delivering exceptional customer service and following established protocols required.
Excellent verbal and written communication skills; excellent phone skills,
Strong attention to detail required.
Demonstrated ability to work effectively and collaboratively as a member of a team.
Action-oriented; results-oriented; with demonstrated ability to work with a sense of urgency and manage multiple tasks simultaneously and expeditiously required.
Zenith Insurance Company