Customer Service Associate

Responsibilities

• Successfully complete applicable new hire training.
• Handle inbound inquiries from external customers and/or internal business partners via calls, emails, chats and/or other methods, taking the appropriate action, as needed.
• Assist with queries regarding quotes, policies, coverages, billing, audits, or application access/support as knowledge grows.
• Build and maintain customer satisfaction and trust by actively listening to inquiries and effectively applying learned product, systems, and business area knowledge.
• Navigate multiple systems and platforms simultaneously while interacting with customers.
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
• Ensure accurate and comprehensive documentation of information, following defined guidelines and procedures of the corresponding business area.
• May support departmental projects and initiatives and take on other developmental opportunities.
• Perform other duties as assigned.

• Prior customer service experience.
• Strong verbal and written communication skills with the ability to clearly convey information to various audiences while showing empathy and understanding of the customer’s needs.
• Proficiency utilizing technology, including the ability to navigate across multiple systems simultaneously.
• Ability to analyze information and think critically to make informed decisions.
• Organizational and time‑management skills with the ability to handle shifting priorities in a high‑volume, fast‑paced environment.
• Flexibility and resiliency to navigate change.
• Desire to continuously acquire new skills and knowledge.
• High school diploma or GED.

Demonstrates strong customer service skills by effectively handling inquiries and providing accurate information while navigating multiple systems. Exhibits excellent communication abilities and organizational skills to manage priorities in a fast‑paced environment.

• Customer Service Experience
• Verbal Communication Skills
• Written Communication Skills
• Technology Proficiency
• Organizational Skills

• Empathy
• Critical Thinking
• Flexibility
• Resiliency
• Time Management

• High School Diploma
• GED

• Customer Satisfaction
• Documentation
• Inbound Inquiries
• Business Partners
• Fast-Paced Environment