Sr. Call Center Representative

Summary

Utilize acquired knowledge of Oklahoma Farm Bureau processing manuals to conduct processing activities, respond to telephone inquiries/requests and to assist agents with product and rating questions regarding the Surepower Innovation lines of business.

$16.82/hour

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

• Respond to and log into a daily journal all telephone inquiries and requests
• Process miscellaneous changes in the Sure Power Innovation system
• Remotely access (VNC) county staff’s system sessions and advise/instruct in system navigation, processing requirements and procedures
• Process daily system tasks
• Report Innovation System processing errors and other technical issues to Management and Information Systems Department
• Task changes and reminders to County Staff and Underwriting Department as needed
• Other duties may be assigned

• Technical Skills – strives to continuously build knowledge and skills; shares expertise with others
• Customer Service – manages difficult or emotional customer situations; responds promptly to customer needs; meets commitments
• Interpersonal Skills – maintains confidentiality; listens to others without interrupting; keeps emotions under control
• Oral Communication – speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills
• Written Communication – writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; reads and interprets written information
• Diversity – shows respect and sensitivity for cultural differences; promotes a harassment‑free environment
• Ethics – treats people with respect; works with integrity and ethically; upholds organizational values
• Organizational Support – follows policies and procedures; completes administrative tasks correctly and on time
• Judgement – displays willingness to make decisions; exhibits sound and accurate judgment
• Planning/Organizing – prioritizes and plans work activities; uses time efficiently
• Professionalism – approaches others in a tactful manner; reacts well under pressure; accepts responsibility for own actions
• Quality – demonstrates accuracy and thoroughness
• Quantity – meets or exceeds productivity standards; completes work in timely manner; strives to increase productivity; works quickly
• Adaptability – adapts to changes in the work environment; deals with frequent change, delays, or unexpected events
• Attendance/Punctuality – is consistently at work and on time
• Dependability – follows instructions, responds to management direction

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (GED) required. Minimum of one year call center operator experience preferred.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete…