Contact Center Representative II

This is a fully remote position, open to applicants in Iowa.

📋 Description

• Oversee a substantial volume of incoming customer inquiries via phone

• Inform customers about policy details and provisions

• Analyze both financial and non-financial data

• Examine the status of transactions or changes to policies/certificates

• Respond to inquiries and resolve customer concerns

• Enable necessary policy modifications

• Produce timely leads focused on customer needs for sales teams

• Handle peer inquiries through the Help Line

• Deliver one-on-one or small-group training and mentorship to team members

• Identify and resolve customer issues promptly and professionally

• Exhibit empathy and professionalism during customer engagements

• Keep precise records of all customer interactions

• Achieve or surpass performance benchmarks related to Efficiency, Quality, Attendance, Adherence, and Cross Sales

⛳️ Requirements

• High school diploma or an equivalent level of work experience is mandatory

• Outstanding customer service skills, demonstrated by a history of fostering positive relationships and resolving problems

• Superior verbal and written communication capabilities

• Strong active listening skills

• Excellent critical thinking and problem-solving skills

• Proficiency in navigating various systems, platforms, and applications

• Quick adaptation to new software and technologies

• Eagerness and ability to quickly learn company-specific tools, software, and procedures

• Mandatory attendance at required training sessions and application of acquired knowledge in daily responsibilities

• Capability to juggle multiple tasks at once while providing quality service and meticulous attention to detail

• Flexibility to adjust to changes in processes, tools, and customer expectations

• Ability to work core hours from 7:00 AM to 3:30 PM MST

• Submission of a resume is required to apply

🏝️ Benefits

• Potential availability of an annual incentive (bonus) plan

• Medical insurance coverage

• Dental insurance options

• Vision insurance offerings

• Employee assistance program

• Life insurance policies

• Disability plans

• Parental leave provisions

• Paid time off

• 401k retirement plan

• Tuition reimbursement programs

• Flexible workplace arrangements and support for work-life balance

• Opportunities for career advancement

• Retirement planning assistance

• Option to work from a preferred location

• Provision of technology and tools to facilitate hybrid working