Customer Service Specialist

Customer Service Specialist I

The Customer Service Center Specialist I provides support to EMPLOYERS' customers, both internal and external, via inbound/outbound calls and e-mails. The Customer Service Center Specialist I is motivated to maintain customer satisfaction and contribute to the organization's success by resolving any emerging issues a customer might face with accuracy and efficiency.

• Customer Experience
  - Call Center
  • Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 2 work groups.
  • Provide information, answer questions and facilitate resolution to customer inquiries.
  • Provide accurate information to customers in accordance with company policy and department guidelines.
  • Defuse situations through research, customer education, and investigation.
  • Demonstrate listening skills while exhibiting excellent customer service and integrity to promote ease of doing business with EMPLOYERS.
• Process and Procedure
  - Call Center
  • Document details of interactions consistently, timely and accurately.
  • Act in accordance with policies, procedures, statutes and state laws, as applicable.
  • Process requests for forms and applications.
  • Route calls when necessary to appropriate resource.
  • Assist clients with registering and navigating EMPLOYERS online systems.
  • Follow through on customer communications via phone, email or chat as needed.
• Functional and Technical
  - Call Center
  • Display basic knowledge and competency in assigned workgroup(s).
  • Meet performance and quality standards.
  • Recognize and alert management of trends in customer calls.
  • Utilize internal and external resources to improve knowledge and skill base.
  • Other duties may be assigned.

• Bilingual English/Spanish communication skills required.
• Must have High School diploma or GED equivalent.
• Must have one (1) year of experience in office, in a call center environment.
• Ability to perform multiple tasks simultaneously.
• Ability to adjust priorities appropriately in a fast paced environment.
• Ability to conduct business efficiently and effectively over the telephone utilizing proper phone etiquette.
• Ability to read, write, and communicate clearly in English.
• Demonstrated customer service experience.
• Possess expert PC skills including Outlook, Word, Excel spreadsheets and Internet use.
• Demonstrate attention to detail with timeliness and accuracy.
• Maintain high standards, measures despite pressing deadlines and added responsibilities.

• Bilingual in Spanish
• Experience with cloud based Call Center ACD/CRM software preferred.
• Experience with Five9 telephony system preferred.
• Relevant product knowledge (Insurance or Workers' Compensation).
• Associates Degree preferred.

An equivalent combination of education and experience may be substituted for the requirements listed above.

• This position is required to be in-office full time (located in Henderson, NV) with minimal travel to other office locations/meeting locations occasionally.
• This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.
• This is largely a sedentary role; however, some mobility is required.
• Occasional extra hours may be needed to accommodate business needs (voluntary basis)
• Occasional lifting of a maximum of 30lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Rate: $20.50 per hour (21.50 per hour for bilingual (Spanish) ) and a comprehensive benefits package with 401k and match. Please follow the link to our benefits page for details!

About EMPLOYERS:

As a dynamic, fast-growing provider of workers' compensation insurance and services, we are…