Sr Call Center Specialist

Summary

Position resides in a high-volume call center providing an excellent customer experience to the customer as well as writing new policies for customers. Responsible for general customer inquiries as well as billing questions, requests, resolving their customer issues, and selling insurance. Managing inbound calls to source leads, as well as outbound calls and preset appointments.

Call Center Hours: Monday – Friday 6 am - 8pm - Saturday 8 am - 5 pm

Essential Job Functions

Sr Call Center Specialist’s Job Answer high call volume and respond to requests in a timely manner. Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and various other applications and resources. Process insurance endorsements, such as adding/removing vehicles from a policy, changing insurance coverages and other transactions.

• This position pays a base salary + commission
• Provide product/service information and offer add-on products. Must be able to obtain and maintain – at minimum and within 30 days of employment – your residential and non-residential Property and Casualty Insurance license and remain eligible for and insurance license in all states First Acceptance insurance writes business the duration of your employment with First Acceptance Insurance (Bonus offered for P&C licensed individuals as well as bilingual (English/Spanish) individuals Ability to overcome price objections as well as answer any questions while providing an opportunity to complete an application to prospects over the phone Educating the customer about the insurance industry while building them the best quote to insure their needs De-escalate complaints or concerns.
• Show empathy while providing one call resolution. Maintain expected performance levels and meet or exceed KPIs. Complete other duties as assigned. Proficiency Active listening, independent problem solving and ability to respond professionally and compassionately.
• Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
• Adapt and adhere to policies and procedures. Present attributes of a team player committed to growth and development

Desired Qualifications

• High school diploma or equivalent. Proficient reading, writing and math skills. Bilingual (English/Spanish) preferred.
• Minimum one year of Call Center experience or two years in customer service environment.
• Basic level Microsoft Office and Outlook. Data Entry skills. Type 35 wpm.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to do manual tasks which may include the use of hands to finger and handle controls. Tasks may also require the ability to talk or hear. The team member will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description in no way states or implies that these are the only duties to be performed by the team member(s) incumbent in this position.

Team member(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.

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