Remote
Summary
Answer phone calls to respond to general customer inquiries, invoice questions, payment information, customer change requests and customer complaints. Project a professional company image through phone interaction. Candidate bilingual in both English and Spanish strongly preferred.
Office Hours:
Monday – Friday 6 am – 8 pm
Saturday 8 am - 5 pm
Responsibilities
• 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.
• Research billing issues with a working knowledge of basic billing ledgers.
• Process insurance endorsements, such as adding/removing vehicles from a policy, changing insurance coverages and other transactions.
• Process credit card and check payments.
• Provide product/service information and offer add-on products.
• Articulate information or direction to a customer’s level of understanding.
• De-escalate complaints or concerns.
• Follow-up on inquiries not immediately resolved.
• Show empathy while providing one call resolution.
• Maintain expected performance levels and meet or exceed KPIs.
• Complete other duties as assigned.
Proficiency
• Demonstrate Soft Skills, including active listening, independent problem solving and ability to respond professionally and compassionately.
• Execute superb Phone Etiquette.
• Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call.
• Exhibit excellent oral and written communication skills in a concise manner.
• Demonstrate organizational and prioritizing discipline.
• Adapt and adhere to policies and procedures.
• Present attributes of a team player committed to growth and development.
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.
• Computer literate with the ability to learn customer service software applications.
• Basic level Microsoft Office and Outlook.
• Data Entry skills.
• Type 35 wpm.
• Remote On Video training for 6 weeks is required.
• Future ability to obtain and maintain a Property and Casualty Insurance
#LI-REMOTE
License.
Telecommuting Requirements
• The candidate must have an area of his/her residence that can be established as a remote workspace that will be safe, private, and otherwise conducive to successfully performing the position's job functions.
• The candidate must have or be able to arrange, before his/her start date, dependent and adult care during working hours.
• The Candidate must have or obtain access to high-speed internet with a direct wired LAN connection prior to his/her start date. Dial-up internet, Wi-Fi, and hotspot access are not permitted.
• Candidate must have or be able to obtain before his/her start date equipment or accessories that he/she believes are necessary to perform the job functions of this position successfully
PHYSICAL DEMANDS:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this job, the employee is regularly required to do manual tasks, which may include using hands to finger and handling controls. Tasks may also require the ability to talk or hear. The employee will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk. The employee must often lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Other skills include breathing, protecting oneself, and possessing the capacity to learn, concentrate, think, and read. Frequently, the employee communicates and interacts with others while working.
To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements listed represent the knowledge, skill, and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments.
As a Team Member at First Acceptance Insurance Company, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.
We are looking for team members that engage – who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a “make It right” mindset, and focus their energies on solving problems. This means you’ll be supported by a team with all these qualities, too. If this sounds like the kind of team you’d like to join, we want to hear from you!
First Acceptance Insurance Company offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.
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.
