Customer Service Representative

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Description

Our Service Center is currently seeking talented individuals to join our team. The Customer Service Representative (CSR) position handles various types of incoming inquiries, via telephone from clients, regarding Group Retirement products as well as variable life insurance products impacted by the financial markets. CSRs will be expected to learn and execute multiple processes/procedures and services, with collaboration from Floor Support when assistance is needed. Qualified individual must have the ability to multi-task and be able to navigate multiple administrative systems, including but not limited to; Windows XP, Access Database programs, product specific legacy/updating systems, internet/intranet, image and workflow system, etc., and perform basic calculations using on-line tools. Once proficient with training, will look to cross train to either Life or Individual Retirement based products based on business needs.

The CSR will be responsible for answering an average of 50-60 inbound calls per day, ranging from simple requests to market sensitive complex inquiries from Clients and Financial Professionals. Successful candidate will deliver exceptional customer service while adhering to Attendance guidelines, Quality, Productivity, Availability, After Call Work, and Adherence goals established by the department. The position requires active participation and successful completion of customer service training and other training to remain current with operational policies, new products and procedures.

The candidate focus is on Customer Service/Contact Center experience with typing/writing and grammar skills to handle chats as well as calls.

Skills

Customer service, Operations Specialist, Call Center Representitive, Customer Support, Technical Support

Top Skills Details

Customer service,Operations Specialist,Call Center Representitive,Customer Support,Technical Support

Additional Skills & Qualifications

• Bachelor's Degree preferred, Associate's okay. High School Diploma required.

• A strong commitment to customers - prior customer service experience is a plus with superior customer service skills.

• Excellent interpersonal and communication skills, ability to provide appropriate and understandable responses to resolve customer inquiries via the phone, by utilizing research and analytical skills.

• Strong work ethic, demonstrates commitment, dedication, professionalism, highly engaged and involved in the job. Ability to work alone and with a team in a highly structured environment.

• Ability to learn and retain a large amount of detailed information within a short period of time as well as multitask and use multiple systems simultaneously.

• Flexible/Adaptable – ability to work effectively in a variety of situations and respond to change in a positive manner.

• Successfully manages a heavy call volume and sedentary nature of job. Required to sit at a workstation while on the telephone for 80% - 85% of the working day.

• Self-motivator and self-learner.

• Knowledge in life insurance with an understanding of the financial market is a plus.

• Reliable; ability to meet attendance and punctuality standards.

METRICS:

SCHEDULE ADHERENCE - any time missed during training (6 weeks) is grounds for termination due to falling behind. Additionally, there are benchmarks that will be set for occurrences for tardiness/absences when it comes to being considered for full time roles, so reliability and attendance is CRUCIAL.

QUALITY ASSURANCE - 85% score or higher

AVG INTERACTIONS PER DAY - 50-60 per CSR

Experience Level

Entry Level