Contact Center Representative

As a Contact Center Representative, you will skillfully handle both sales and customer service call volume while meeting or exceeding set performance goals. Contact

Center Representatives are expected to represent the company and our brand through a positive, professional attitude, diplomacy and tact with genuine care and concern for their fellow employees, our customers and their pets at all times.
 
 

Principal Duties & Responsibilities:
 

• Obtaining and maintaining your Property and Casualty license
• Taking ownership of escalated calls and initiating prompt resolution; following-up
• Performing all duties related to opening, servicing, retaining and cancelling customer accounts in an efficient and compliant manner
• Fielding inquires in a positive manner related to sales, service, retention, claims, contact information, policy changes, cross selling.
• Utilizing computer-based systems to manage phone calls and other interactions
• Truthfully, accurately and fairly documenting all interactions
• Understanding key features and benefits for a variety of products; demonstrating that knowledge and proactively educating customers and peers
• Actively participating in trainings and coaching opportunities provided by the business
• Meeting or exceeding goals set forth by the department
• Competitive monthly bonus based on performance
• Performing other duties as assigned

Key Competencies:
 

• Strong customer service orientation
• Excellent communication skills- both written and verbal, with internal and external audiences
• Able to work both independently and within a team structure, and to balance a remote work environment
• Able to effectively manage multiple tasks, be responsive and prioritize
• Strong attention to detail with high accuracy
• Resilient under stressful situations
• Self-starter
• Life-long learner- pursues opportunities for training to develop new skills and/or increase effectiveness

Qualifications:
 

• High School Diploma or equivalent required
• Prior telephone sales experience preferred
• Property & Casualty License preferred
• This position will work 12:00pm- 8:00pm, Monday through Friday