Customer Service Representative

Job Summary

The Customer Service Representative (Call Center) will provide the Best-In-Class support to all inbound coverage and/or general claims questions from customers such as contract holders, dealerships, agents, and automotive repair shops.

ESSENTIAL JOB RESPONSIBILITIES

• Handle complex customer inquiries via phone, email, live chat or social media.

• Resolve customer issues promptly and ensure customer satisfaction. Transfer calls to the appropriate agent and/or department when necessary.

• Maintain claims and/or contracts by thorough documentation of all discussions.

• Proactively communicates with key stakeholders such as vehicle owners, automotive repair facilities, car dealers, and dealer consultants.

• Ensure timely, accurate and consistent file documentation.

• Monitor all call queues and ensure agent availability through proper use of AUX codes.

• Perform other duties as assigned.

WORK EXPERIENCE AND SKILLS

• High School Diploma or equivalent is required

• Minimum 2 years of Call Center experience required.

• Moderate automotive knowledge a PLUS;

• Strong organizational and customer service skills

• Excellent verbal and written communication skills

• Ability to adapt to shifting priorities and multi-task as well as articulate relevant information and directions in an organized and concise manner.

• Demonstrate strong proficiency with typing, computer software including Microsoft Office, Outlook, and other internal and external processing systems and resources.

• Maintain confidential information and work independently as a member of a team.

PHYSICAL REQUIREMENTS

• Prolonged periods of standing, sitting, walking, bending, and working on a computer

• Must be able to occasionally lift and/or move up to 25 pounds.

• Vision abilities required for this position include close, distant, color, and peripheral with the ability to adjust focus. Noise level in the work environment is usually moderate.