The Customer Service Representative ensures the delivery of excellent customer support through fast and accurate communication, making necessary changes for plans, coordinating with other team members and departments to resolve inquiries and issues for customers, store representatives and the fulfillment team. Duties include answering telephone call inquiries, customer service and promoting products and services. This position report to the Call Center Supervisor.
Minimum Qualifications:
- High School Diploma or equivalent required.
- 2 plus years customer service experience required; experience in a call center environment preferred. Bi-Lingual in Spanish a plus, but not required.
Primary Job Functions:
- Interacts through telephone communication to provide needed support, quickly identifying customer’s needs while showing empathy for the customer’s situation.
- Communicates clearly, through email and direct conversations with the customer, and conveys needed information in a way the customer can understand.
- Resolves issues with escalated calls in a friendly, courteous manner even if the customer is angry or unpleasant.
- Works as a team with co-workers, paying close attention to detail and resolving issues in the best interest of the customer, store representative and the company.
- Ability to use various forms of technology to analyze the customer’s situation, to suggest improvements to company procedures, website and communication to our customers/dealers.
- Pleasant at all times, has a friendly style and is able to nurture strong, long-term relationship with any customer or store representative.
- Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
- Display a consistently positive, professional and cooperative tone with members, contacts and co-workers.
- Meet and sustain corporate objectives.
- Remain flexible to work various shifts as needed in order to meet the needs of increasing member base.
- Prepare ad-hoc reporting and data requests.
- Other duties as assigned.
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Skills & Competencies Required:
- Customer service/support experience; 2 years in a call center environment preferred
- Ability to thrive in a fast-paced, rapidly changing, high volume work environment
- Clear and articulate communicator, both verbal and written.
- Ability to shift between priorities.
- Problem solving skills.
- Ability to multi-task using a telephone and computer.
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
Please be aware of job fraud(s) – all correspondence emails regarding your candidacy will come from our Fortegra.com email address. Thank you.
