Senior Customer Service Representative

Job Title

Location:

Warwick, RI

Work Mode:
Hybrid - Split arrangement between company office and non-company location; typically 3 days per week in company office

Handle inbound customer service inquiries via telephone and/or email to resolve complex customer issues.

Provide excellent service to customers with insurance or other financial service products or benefit plans and offer solutions that best match customer needs.

Research requests regarding various product aspects, policy provisions, claim status, and basic procedures.

Efficiently process transactions and refer requests for other policy modifications to appropriate areas.

Enhance and strengthen the relationship between the customer and company using strong communication skills, keen listening skills, and empathy.

Support special product and/or service campaigns as needed, or if solicited by the customer.

Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to customer inquiries.

Perform responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills.

Minimum 2 years of customer service experience.

High School diploma or GED.

Flexible to work specific shifts during hours of operation between 8:00am – 8:00pm EST, Monday through Friday; must be flexible regarding the ability to work overtime and shift changes based on business needs.

Some college experience, trade, or professional certification.

Insurance or Financial Services industry experience or product-specific experience.

Prior Call Center experience is highly preferred.

Demonstrated ability to learn quickly and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting, and marketing functions.

Strong computer/keyboard skills as well as solid math, analytical, and problem-solving skills.

Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style.