Contact Center Representative I

Role Overview

• In/Outbound calls with policyholders to set up services directed by our carrier partners
• Clearly communicate the value of our services
• Build trust, establish rapport, and confidently set expectations about what to expect during the claims process
• Pair homeowners with our contractor partners to assist with their claim
• Accurately document claims system and move claim forward as far as possible
• Meet or exceed established quality and department goals
• Maintains high level of professionalism with customers and colleagues
• Adheres to assigned work schedule
• Work with peers, collaborators, and supervisory staff for the common goals of the organization.
• Reliable in meeting work commitments.
• Cross training in other departments and willingness to take on other tasks as assigned, which may not be defined above
• Working OT is expected

Requirements

• High school diploma or equivalent combination of education/experience required
• Reliable high speed home broadband internet service required
• Previous experience working in a call center environment a plus
• Previous experience working with claims a plus
• Ability to work nights, weekends, and overtime during high volume and/or catastrophic claim periods required
• Able to handle conflict in a professional and courteous manner
• Excellent communication and interpersonal skills
• Attention to detail
• Able to be flexible and adapt to most any situation.
• Proficient with technologies such as Microsoft Office Suite, laptops, tablets, applications, etc.