Things to Know Before Applying

• This is a fully remote position. Two monitors is required and we can provide a webcam and headset if needed. We do not send out equipment but we do provide a reasonable business reimbursement the person using their own desktop/laptop, internet, and cell for VPN only.
• Must be okay with working Pacific hours.
• PAY: $17 - $22/HR (Bi-Weekly pay)
• SPANISH SPEAKING CANDIDATES

Position Purpose

The main purpose of the Customer Care Specialist is primarily but not limited to handling timely, accurately and with care, all incoming inquiries from insured and brokers.

Duties and Responsibilities

• Answers incoming calls, providing callers with requested information, documenting the call and its outcome on the accounts.
• Ensures all incoming calls in the Customer Care queue are handled from beginning to end so that the caller receives full attention and complete information in the shortest possible time.
• Responds to incoming e-mails, and faxes. Provides accurate information, processes service requests, research and resolves requests relating to routine and non-routine issues.
• Appropriately escalates calls as necessary.
• Process miscellaneous mail as needed.
• Notifies the Account Adjustments team of any change needed to an account as determined during an account inquiry.
• Notifies Delinquency Management of any manual reinstatement requests.
• Coordinates with other departments as necessary to resolve calls.
• Process credit card and check by phone payments.
• Provides standard consumer new business and additional premium quotes.

The performance of the Customer Care Specialist will be evaluated based on his/her effectiveness in meeting the following KPIs on an ongoing basis:

• Percentage of Delivered Calls Answered - 95%
• Time Available to Answer Calls – 7 hours per day.
• Average Time to Handle a call – 3.5 minutes.
• Average call monitoring score – 3.0
• Handle 77 calls per day.

The person in this position is expected to provide excellent customer service while working closely with policyholders, their agents, and other departments’ members. Their feedback will be solicited and used during the annual performance reviews.

Qualifications and Skills

To be successful in this position, the individual must be able to perform each essential function. The requirements listed below are representative of the knowledge, skill and/or ability required for this position.

Education Requirements

• College education is preferred.

Experience/Knowledge

• Prior call center, and hands-on customer contact experience is preferred.
• Must be proficient with a computer and variety of programs including but not limited to:
  • Microsoft Outlook, Word, and Excel
  • Call distribution system experience is preferred.
  
  

Skills/Abilities

• Strong interpersonal skills, especially being assertive.

• Ability to communicate in a clear and effective manner (written and verbal).
• A passion for helping others.

• A sense of urgency in resolving our customers’ concerns.
• Empathy and advocacy for our customers.
• Ability to effectively persuade.
• Excellent organizational skills with attention to detail.
• Ability to comprehend and remember detailed and/or complex processes.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to handle multiple tasks in a dynamic environment.
• Ability to work with minimal supervision.
• Ability to meet goals and objectives.
• Ability to work in groups to achieve positive results.
• Ability to place follow-up memos on the account and to take appropriate and timely steps to resolve any issue.
• Flexibility and willingness to embrace change.