Customer Service Representative

📋 Description

• Address inbound calls, emails, and various inquiries from customers and carriers in a professional, polite, and timely manner.

• Initiate outbound calls as necessary to follow up on customer inquiries, resolve any outstanding issues, or provide updates.

• Keep precise and comprehensive customer service notes and documentation in the CRM system.

• Process client requests, policy modifications, and updates received through phone, mail, or email.

• Recognize opportunities for process enhancements and relay recurring issues or suggestions to the Team Lead or Supervisor.

• Adhere to established protocols to ensure compliance with company, client, and regulatory standards, including HIPAA.

• Achieve or surpass individual performance targets related to SLA, quality, and customer satisfaction.

• Engage in continuous training to stay updated on products, procedures, and systems.

• Collaborate efficiently within the team by sharing information, supporting colleagues, and fostering a constructive and communicative environment.

• Contribute to departmental initiatives, quality assessments, and process improvements.

• Maintain a positive and professional attitude that embodies the organization’s customer-focused culture.

⛳️ Requirements

• High School diploma or equivalent is required; an Associate degree is preferred.

• 1 to 2 years of customer service or call center experience is required.

• Experience in the insurance, healthcare, or financial services industry is preferred.

• A Life & Health license (IL) is preferred or the ability to obtain one.

• Bilingual skills to effectively communicate with Spanish-speaking customers are desired but not mandatory.

🏝️ Benefits

• Equal employment opportunity

• Paid time off