The Customer Service Representative provides exceptional service to our policyholders and agents for a broad range of requests in a timely manner under moderate supervision. This is accomplished by gathering information via phone and email and educating our customers in a fast paced call center environment in a once and done manner with Ease of Doing Business at the epicenter of each interaction.
- Provides excellent Customer Service to customers and agents (internal and external) by responding promptly to all inbound customer calls, faxes and email requests.
- Achieves acceptable Quality percentage of 85% to meet/95% to exceed on all monthly evaluations
- Achieves First Call Resolution (FCR) on all interactions and leaves a lasting impression with policyholders and agents.
- Maintains acceptable attendance levels throughout the year.
- Consistently meets all data entry and NBIC’s standards of performance requirements to ensure excellent customer service, accurate and professional handling.
- Continually seeks new ways to improve our customer experience and recommends improvements.
- Processes policyholder transactions accurately and within the Policyholder Service Center established quality standards to ensure excellent customer service and professional handling.
- Manages and utilizes time effectively to ensure the department meets required service levels for improved customer satisfaction results.
- Supports and participates in office or department programs and contests.
Performs additional duties as assigned.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 2 years (Required)
Work Location: In person