Customer Service Specialist

JOB DESCRIPTION SUMMARY
The Customer Service Specialist will monitor accounts and contact clients who need assistance with
their account and help them resolves issues. Specialists will work with existing and potential
customers by answering product and service questions. The person is well organized and can
handle multiple priorities and meet deadlines as required.

This position reports directly to the Call Center Manager
*Office Hours: Monday – Thursday, 8:00am-5:00pm; Friday 8:30am – 3:00pm

ESSENTIAL JOB FUNCTIONS

• Prepare product or service reports by collecting and analyzing customer information
• Manage incoming calls
• Provides appropriate solutions and alternatives within the time limits and follow up to
• ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Advise on company information intake other pertinent information, such as addresses
• phone numbers
• Routinely use Microsoft Office; Word, Excel, and PowerPoint to complete administrative tasks
• Maintain a strong knowledge of products through Company Training Program
• Handle sensitive, confidential information and tasks with tact, discretion, and diplomacy
• Accountable for reducing delinquency for assigned accounts.
• Must communicate follow up effectively with Customer Service Manager regarding customer accounts on a timely basis.
• Other duties as assigned

REQUIREMENTS

• High level of customer service, persuasion, and negotiation skills, as well as a mind for problem-solving to work with customers to resolve their debts and collect payment.
• Punctual (*important to role)
• Familiar with CRM systems and practices
• Documentation Skills and Attention to detail
• Ability to work under pressure and in a fast-paced environment
• Previous work experience in Call Center Customer Service and Collections
• Highly energetic individual, who has a positive, can-do attitude, with ability to multi-task and demonstrate effective time management skills
• Excellent interpersonal skills and friendly disposition

EDUCATION EXPERIENCE

• High School Degree plus 1 year of college
• Minimum 3 years’ experience in customer service

PREFERRED

• Insurance sales experience a plus