Customer Service Representative

Gallagher is a company that helps clients face risk with confidence through a client-centric suite of consulting tools and advanced data analytics. They are seeking a Customer Service Representative to process inbound calls related to retention, billing questions, and customer service, while maintaining high-quality performance metrics and providing accurate information to clients.

Responsibilities:

• Consistently maintain an above average on Quality Assurance monitoring scores
• Consistently meet or exceed all Customer Service individual and departmental performance metric standards
• Continuously improves key job competencies, product knowledge and attend continuous training classes
• Provide complete and accurate information to all member inquiries
• Effectively and efficiently utilize the technical resources available
• Meet departmental goals for cross sales, retention and service

Requirements:

• High school diploma or equivalent required
• Holds Active Illinois Health/Life license
• Minimum 1 year customer service work experience in an inbound/outbound call center environment
• Proficient PC skills (Word, Excel, Internet)
• Ability to effectively represent and support a variety of consumer products utilizing superior communication skills
• Ability to resolve customer problems and issues as they arise utilizing intelligent analytical process
• Ability to grow within a goal oriented, heavily measured environment
• Ability to consistently meet the minimum established performance standards
• Strong Organizational Skills: must be able to research and navigate customer service software (CSC) to assist and address member's concerns
• Strong Communication Skills: must be able to effectively communicate with members and peers to answer concerns and resolve issues in a timely manner
• Attention to Detail ensures accuracy and maintains strong quality control procedures
• Customer Service: must be able to provide exceptional customer service to members
• Computer Proficiency: must have strong PC and typing skills
• Inbound Phone Skills: Have clear pronunciation and ability to follow scripting in accordance to compliance
• High Level of Self motivation and ability to succeed
• Time Management: Excellent punctuality a must
• Fully remote: Has a designated distract free area to perform remotely as if you were in an office
• Retention experience desired
• Background in insurance or health discount industry preferred but not necessary
• Spanish Bilingual a plus