Contact Center Rep I
| Company | Standard Insurance |
|---|---|
| Location | Portland, OR, USA |
| Salary | $20 – $25.72 |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 1-2 years’ experience, or the equivalent combination of education/experience
- Telephonic customer service experience
- High school diploma or equivalent required; associate degree preferred
Responsibilities
- Respond to Contact Center inquiries by personalizing and relaying accurate information to members
- Facilitate the member’s experience with the company and advance the member’s understanding of our product offerings
- Perform research and resolve a variety of member transactions
- Provide technical, procedural, and operational guidance on client service issues
- Deliver personalized service and respond to a variety of product questions
- Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems
- Problem solve, perform initial research, and follow-up with individual client related issues as needed
- Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested
- Facilitate call escalation for clients whose requests are not being met within established service timeframes
- Practice de-escalation techniques to enhance the overall member experience
- Collect and analyze information from members to determine eligibility/entitlement/set-up to our products
- Approve and/or communicate resolution to members within guidelines
- Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence
- Recommend changes to internal forms and procedures and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries
- Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center
- Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization
Preferred Qualifications
- Associate degree preferred