Customer Service Representative (Remote Within Arizona)

Job Overview

Join a team that is dedicated to providing award-winning member service! So dedicated that we were recognized by JD Power for having the highest customer satisfaction score four years in a row. In this exciting role, you will act as a professional insurance agent who can make policy changes and recommendations based on our member’s unique needs. If you have been searching for your forever company with an amazing compensation and benefits package, Wawanesa is the place for you! Let’s get together to discuss how we can get your career started today. The safety of our employees is very important to us. Candidates who are selected for this position will be trained virtually and must be able to work from home in a designated work area.

Arizona Compensation:

• The pay range for this position is $19.06 - $25.79 per hour, depending on experience.
This position is considered non-exempt for purposes of wage-hour law, which means you are eligible for overtime pay for hours worked in excess of 40 hours in a workweek.

Schedule: You will be scheduled to work 5 days per week. Your training and regular schedule may be a split shift schedule (One day off during the week and one day off during the weekend).

• Training Schedule (4 weeks): Monday through Friday, 9:30am to 6:00pm Pacific Time
• Regular Schedule: Monday through Friday, 11:15am to 7:45pm Pacific Time and Saturday 8:00am to 4:30pm Pacific Time

Job Responsibilities

• Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner
• Deliver an exceptional and consistent customer experience in a fast-paced contact center environment
• Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder
• Identify opportunities for upselling and cross-selling of various products and coverages
• Complete all transactions in accordance with company policy and PCI compliance
• Deliver superior results by achieving individual and departmental goals and objectives
• Using Wawanesa information systems, record and document customer interactions, details of inquiries, complaints and actions taken
• Retain policyholders through efficient and effective problem resolution and Customer Service skills
• Resolve escalated customer contacts through polite and professional communication
• Partner and communicate with other departments to maintain a quality customer experience
• Perform other duties as assigned

Qualifications

• High School diploma or equivalent required, College degree preferred
• Strong computer, phone, typing, grammar and multitasking skills
• Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work
• Strong active listening skills
• Ability to interpret and comply with company guidelines and procedures
• Must maintain high standards of confidentiality by maintaining sensitive information
• Ability to adapt to change and perform effectively in a fast-paced environment
• Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays
• Ability to identify an issue, determine resolution, and complete action as required
• Foster teamwork, positive morale, and open communication
• Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)
• In order to work the Spanish-speaking queue, fluency in Spanish is required.
• Previous insurance and or call center experience preferred.
• Position requires the ability to lift up to 5 lbs. on a daily basis
• Position requires low mobility throughout the branch buildings to meet internal customer demands

Benefits and Other Total Rewards Components Include:

• Medical, Dental and Vision
• Flexible spending accounts (FSA)
• Voluntary benefit plans – accident, hospital indemnity and critical illness
• Supplemental short and long-term disability benefits
• Life insurance
• Enhanced 401K plan
• Paid time off (PTO) accrued at 0.0693 hours/per hour worked to a maximum annual accrual of 18 days (135 hours)
• You will be eligible for Wawanesa’s annual bonus plan, entitled “Goal Achievement Plan” (GAP), that rewards employees for driving Wawanesa’s success.
• Tuition Assistance and much more

If you have questions about compensation and benefits, please contact our Human Resources department at 858-874-5404 or email SD_human_resources@wawanesa.com.