Customer Service Representative

Role Overview

• Ensures a quality customer experience for our insureds and customers by reducing friction points and ensuring an effortless process
• Listens to and assesses customer needs to take appropriate action to fulfill their requests
• Builds positive relationships and creates customer confidence, loyalty and retention by resolving requests using knowledge, empathy and sound judgment
• Provides timely customer service meeting or exceeding specified service standards
• Receives a high volume of telephone calls for assigned line of business and provides upfront assistance to our insureds and customers in need of service
• Navigates multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations
• Records and files provided information from each call and/or electronic request in the appropriate system application
• Researches and identifies contact center problems and issues using standard procedures
• May assist with handling issues and communicating updates to peers and management
• Escalates more complex issues as needed

Requirements

• High school diploma
• Proficiency in Spanish preferred, but not required
• Good human relations skills to deal effectively with customer issues in a professional manner
• Ability to communicate effectively and accurately verbally and in writing
• Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word
• Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position
• Ability to meet or exceed attendance requirements, providing reliable and predictable attendance
• Basic critical thinking, creativity, and problem-solving skills

Benefits

• Flexibility through a scheduled Hybrid work model
• Meal Subsidy available for associates who report to an office
• 401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting
• Tuition Reimbursement program
• Generous Paid-Time Off plan
• Volunteer-Time off
• Group Medical, Dental, Vision, Life insurance
• Parental leave
• Health and Wellness benefits
• Well-being and Employee Assistance programs
• Sentry Foundation gift matching program