Customer Service Representative

Location and Employment Details

Location: Warwick, RI (Post Training Fully remote role).

Contract Length
: 6+ months (Extension/Conversion possible, based on performance, Business need)

Start Date: ASAP

Virtual Training & Timeline

No time off permitted during training and nesting

Post-Training Schedule

• Schedules range between 8:00 AM – 6:00 PM EST, Monday–Friday
• Schedules are assigned based on training performance and ranking
• Associates will bid on available shifts

Equipment Coordination:

Company-issued equipment provided:
Laptop, two monitors, Keyboard, mouse, and docking station

Equipment must be returned within one week of assignment end

Will also need to come into work once a month or as needed for team meetings.

A strong home internet connection is required. At least 50 Mbps internet speed. Internet connectivity from home is required while we are in a virtual environment. Must have high-speed internet (DSL, Cable, Telecommunication, etc.) and can connect to their router/modem via a LAN cable (not wireless). Most wireless routers/modems have the capability/port for a LAN cable.

Required

Skills and Experience:

• Suggested 2+ years of experience in Customer Service. Prior Call Center experience is highly preferred.
• Must live within one hour commute of Warwick, RI building.
• Experience navigating multiple screens while delivering good customer experience.

What You Need to Succeed (Required Qualifications)

Logistics

• Live within a commutable distance to a Office for business reasons (monthly events, training, meetings).
• Training will be in-office for a designated duration. No time off can be taken during training and nesting period. Must adhere to strict start/end times.
• After training, the job is performed primarily virtually with required monthly in office days based on business needs.
• Required to work an assigned shift during hours of operation between 8:00am – 6:00pm ET, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process.
• Able to work in a stationary position 75% of time.
• Strong computer/keyboard skills as well as analytical and problem-solving skills
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking.
• Communicates complex verbal and written concepts with ease.
• Customer Centric
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Professionally demonstrate empathy to others.

What Can Give You an Edge (Additional Skills)

• Suggested 2+ years of experience in Customer Service. Prior Call Center experience is highly preferred.
• High School diploma, GED, some college experience, trade, or professional certification.
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products, as well as administrative, claims, underwriting, and marketing functions.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Strong computer/keyboard skills as well as analytical and troubleshooting skills.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style which promotes a quality image of the company.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Communicate with customers via telephone using strong communication skills. Active listening and empathy.
• Drive solutions that best meet the customer’s needs.
• Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Support special product and/or service campaigns as needed, or as requested by the customer.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills.