Customer Service Representative

Role Overview

• Provide quality customer care to vendors, property managers, insurance agents, and account managers across phone, email, and chat channels.
• Collect information and process background checks, COI tracking, W-9 verifications, and TIN checks.
• Answer inbound calls through the contact center, assisting customers with their profiles, subscription status, and compliance requirements.
• Return outbound calls to customers who have left voicemails.
• Proactively follow up with customers regarding expired subscriptions and enrollment verifications via phone and email.
• Respond to customer emails and chats in a timely, helpful, and professional manner.
• Take on additional responsibilities as assigned.

Requirements

• High School diploma or GED
• 1-2 years of Customer Service experience
• Basic computer knowledge and experience using Microsoft Word, Excel, and Outlook
• Basic level of experience with email and chat technologies
• Solutions-oriented with strong and creative critical thinking skills
• Able to troubleshoot, problem solve, make logical decisions, and set priorities
• Able to work effectively under pressure
• Ability to work in a fast-paced, metric-driven environment with the ability to multi-task
• Strong written and verbal communication skills
• Strong interpersonal skills including active listening, providing and receiving feedback, setting expectations, etc.
• Preferred: Bilingual: Fluent in both English and Spanish
• Experience working in a high-volume call center, taking back-to-back calls
• Experience with NICE inContact or other similar contact center programs

Benefits

• Medical, dental, and vision insurance
• HSA, FSA, and DCFSA
• Long
• and short-term disability insurance
• Free basic life insurance
• Paid time off policy
• Paid holidays: 7 per year + 1 floating holiday
• Maternity Leave
• 401(k) with company match
• Employee Assistance Program