Provide customer support to all EMPLOYERS' offices by answering incoming calls in a fast paced environment, providing customer service to internal and external customers. Additional duties may include, but are not limited to: conducting outbound calls to complete customer inquiries, responding to e-mails from our Customer Support mail box and after hour's messages, updating data bases, indexing, document preparation, copying, faxing, and other services as required.
Essential Duties and Responsibilities:
Answer calls with proper phone etiquette in a fast paced environment.
Utilize basic office equipment, which may include but not be limited to: telephone, headset, dual monitors, multiple programs, copier, scanner, fax, and mail metering.
Provide accurate information to customers in accordance with company policy and, department guidelines.
Complete call log in a consistent, timely and accurate manner.
Respond to difficult situations in a professional manner.
Research daily issues and respond appropriately.
Act in accordance with policies, procedures, statutes and state laws, as applicable.
Participate as a team member by working closely with co-workers and supporting group decisions and company goals.
Process requests for forms and applications.
Route calls when necessary to appropriate resource.
Follow up on customer calls as needed.
Engage internal and external customers and vendors professionally.
Provide a high-level of customer service to ensure customer satisfaction and/or resolve customer issues.
Demonstrate attention to detail with timeliness and accuracy.
Maintain high standards, measures despite pressing deadlines and added responsibilities.
Recognize and alert management of trends in customer calls.
Identify potential process improvements and provide appropriate feedback to managers.
Organize, input, assemble and/or distribute documentation/materials
Advise customers proactively to achieve most efficient and/or cost effective outcome.
Research complex issues and make suggestions for appropriate action.
Utilize internal and external resources to improve knowledge and skill base within your department or other departments in Administration.
Complete projects provided by management
Other duties may be assigned.
High school graduate or equivalent.
Ability to perform multiple tasks simultaneously
Ability to adjust priorities appropriately in a fast paced environment
Ability to conduct business efficiently and effectively over the telephone utilizing proper phone etiquette
Ability to read, write, and communicate clearly in English
Associate degree or a combination of education and experience preferred
Two years' experience in a call center environment
Experience in working with personal performance statistics and department metrics
Exceptional customer services experience
Possess intermediate PC skills including Outlook, Word, Excel spreadsheets and Internet use
Typing speed of at least 50 words per minute
Bilingual Spanish preferred
Relevant product knowledge (Insurance or Workers Compensation) preferred
An equivalent combination of education and experience may be substituted for the requirements listed above.
As a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work!
We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS!
Headquartered in Reno, Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees.
We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other!
At EMPLOYERS, you'll discover an energetic environment that inspires top achievement. As "America's small business insurance specialist", we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career.
Employers Holdings, Inc.