Customer Service Representative -O'Fallon, MO

Customer Service Representative

Location: O'Fallon, MO - Hybrid Duration: 6 months CTH

Ability to work 40 hours a week on scheduled shift between the hour 8am-8pm ET; 7am-7am CT; 6am-6pm PT or 5am-5pm PT. Hybrid Work Schedule: 3 days in Office 2 days WFH Candidate must be flexible to work during Saturday hours as scheduled on rotational basis

Customer Service Representative (Full-Time)

When you grow, client grows. And if you're the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with client personal lines. We're looking for customer service professionals in our O'Fallon, MO offices. This role is for people who want to provide our agency partners and clients the best-in-class service experience they want and deserve! You'll be the first contact for our customers: answering billing questions, taking payments, assisting with portal login and navigation, and general inquiries. Join our team to deliver personalized service that demonstrates the value of being insured by client. Initial and ongoing training will include, but is not limited to, client product offerings and all applicable systems and tools that will enable you to be a champion of service. If you want an opportunity with a company that places great emphasis on professional and personal development, cultivates a culture of diversity and inclusion and one that can offer plenty of growth opportunities, let's talk!

Benefits at client, we make sure you have the support and resources to leverage and develop your skills, secure your financial future, and take care of your health and well-being. Client continually seeks to provide a workplace where everyone can be their authentic self. Through client's competitive benefits offerings and various training and development opportunities, we have you covered:

• Phone servicing of billing inquiries, taking payments, client concerns, portal navigation assistance, etc.
• Provide excellent customer service and quality technical content via incoming telephone calls, text chats and email in a fast-paced, automated, high-volume contact center environment
• Assume ownership and timeliness in handling customer requests in an efficient, accurate and professional manner
• Demonstrate the ability to analyze information to make appropriate decisions and solve problems, while maintaining a pleasant phone experience for the caller
• Analytic and basic mathematic calculation skills, such as percentages, addition, and subtraction calculations
• Learn with a high regard for accuracy of basic knowledge of personal lines insurance principals and client products
• Efficiently navigate multiple systems and applications to research, analyze and resolve requests, inquiries & concerns
• Maintain established levels of productivity, service, and quality standards within a fast-paced call center
• Works collaboratively with team members, and business partners to provide a quality experience for our agents
• Know & comply with corporate policies, regulatory standards (SOX), business processes (PCI) and procedures
• Responsible for cross selling products to provide best and most beneficial experience for clients
• Work overtime as needed
• Complete additional tasks and other projects/duties as assigned
• Ability to work 40 hours a week on scheduled shift between the hour 8am-8pm ET; 7am-7am CT; 6am-6pm PT or 5am-5pm PT. Candidate must be flexible to work during Saturday hours as scheduled on rotational basis

Qualifications & skills:

• Strong decision-making velocity in a fast-paced, high-volume phone contact center environment
• Effective, strong, and service focused communication skills, both verbal and written
• Proficient in computer skills, Microsoft office, multi-application navigation and multi-tasking
• Experience in a high-volume contact center with a strong focus on superior service is a plus!
• Demonstrate professionalism, accountability and taking personal pride in the handling of billing inquiries, taking payments, etc., from our valued clients and agency partners
• Track record of success in managing competing demands, problem solving and strong decision velocity
• Client's ideal team member is someone with an ongoing desire for professional and personal development, and is someone who learns with a high regard for accuracy and best-in-class service
• Minimum of high school diploma or equivalent; college degree or currently pursuing is a plus!