Senior Customer Service Representative

Summary:

• Location: Warwick, RI
• Work Mode: Hybrid - Split arrangement between company office and non-company location; typically 3 days per week in company office

Responsibilities:

• Handle inbound customer service inquiries via telephone and/or email to resolve complex customer issues.
• Provide excellent service to customers with insurance or other financial service products or benefit plans and offer solutions that best match customer needs.
• Research requests regarding various product aspects, policy provisions, claim status, and basic procedures.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas.
• Enhance and strengthen the relationship between the customer and company using strong communication skills, keen listening skills, and empathy.
• Support special product and/or service campaigns as needed, or if solicited by the customer.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to customer inquiries.
• Perform responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills.

Requirements:

• Minimum 2 years of customer service experience.
• High School diploma or GED.
• Flexible to work specific shifts during hours of operation between 8:00am – 8:00pm EST, Monday through Friday; must be flexible regarding the ability to work overtime and shift changes based on business needs.

Preferred Skills:

• Some college experience, trade, or professional certification.
• Insurance or Financial Services industry experience or product-specific experience.
• Prior Call Center experience is highly preferred.
• Demonstrated ability to learn quickly and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting, and marketing functions.
• Strong computer/keyboard skills as well as solid math, analytical, and problem-solving skills.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style.