Senior Customer Care Specialist

Senior Customer Care Specialist

Job Summary:

A Senior Customer Care Specialist is responsible for handling auto insurance calls and requests from CURE"s customers. This position works closely with our customers, answering questions, solving issues and fostering relationships with current clients.

In this position, you will also process various underwriting-related activities, like policy changes and cancellations, ensuring accuracy and recognizing logical next steps resulting from such changes. You will spend a significant portion of each day on the phone, demonstrating empathy for customers’ needs while working efficiently and with accuracy to meet priorities.

Essential Job Functions:

• Responding with professionalism and appropriate urgency to telephone inquiries.

• Having the “right” conversation with customers (right questions, right guidance, right amount of time) that address issues or concerns.

• Accurately processing various underwriting activities such as policy changes and payments and recognizing the logical next steps that result from those changes.

• Managing your time to ensure calls and related tasks are completed in a timely and efficient manner.

• Analyzing your own work for accuracy and identifying opportunities for process improvement.

• Communicating and collaborating with team members to share information, document processes, resolve issues, and provide support for learning.

• Must be willing to complete tasks outside of formal job requirements.

CURE will pay for the cost to obtain your Personal Lines License. Obtaining your license is a requirement during the new hire process.

Salary for this position starts at $20/hour, with additional salary consideration commensurate with experience.

Education Requirements:

• High School Diploma or GED equivalent required.

• Recent college graduates are encouraged to apply!

Experience Requirements:

• Excellent written, oral and interpersonal skills, as well as a strong customer service orientation.

• Prior experience in Customer Service and/or in a Call Center a plus.

• Prior experience in Insurance industry a plus

• Great organizational skills.

• Must be able to multitask while being detail oriented.

• Ability to follow directions.

• Team player who is self-motivated.

• Ability to utilize critical thinking to recognize discrepancies and problem-solve.

• Openness to feedback and a strong desire to learn.

• Bilingual Spanish a plus.

Physical Actions/Environment: Working conditions are typical of an office environment. Required job duties consist of prompt and regular attendance. Ability to frequently communicate with others in-person, on the phone/virtually, and in writing. Ability to read, understand, process and evaluate information and make related, informed decisions. Candidates based in New Jersey must be willing to work a hybrid schedule in the Princeton, NJ office.

Operating Hours: Full-Time; Call Center business hours are 8:00am - 7:00pm, Monday - Friday and Saturdays 9:30am - 4:00pm. Work schedules will vary based on business needs. Overtime as business needs dictate.

All selected applicants will be required to complete the two Predictive Index (PI) Assessments as part of CURE’s hiring process. Any applicant who requires a reasonable accommodation to complete the assessment may make a request to the HR Department (see EEO Statement). Being authorized to work in the United States is a prerequisite for this position. We are unable to sponsor applicants for work visas at this time.