Customer Service Representative/Call Center

Position: Customer Service Representative (Call Center)

Reports To: Customer Service Supervisor

Status: Non-Exempt

Job Summary

The Customer Service Representative (Call Center) will provide the Best-In-Class support to all inbound coverage and/or general claims questions from customers such as contract holders, dealerships, agents, and automotive repair shops.

ESSENTIAL JOB RESPONSIBILITIES

· Handle a high volume of incoming calls within service metrics.

· Respond and answer customer questions and inquiries, resolve any issues or transfers the call to the appropriate agent and/or department.

· Maintain claims and/or contracts by thorough documentation of all discussions.

· Proactively communicates with key stakeholders such as vehicle owners, automotive repair facilities, car dealers, and dealer consultants.

· Ensure timely, accurate and consistent file documentation.

· Monitor all call queues and ensure agent availability through proper use of AUX codes.

· Anticipate and meets all customer needs both internally and externally.

· Perform other duties as assigned.

WORK EXPERIENCE AND SKILLS

· High School Diploma or Equivalent is required, Bachelors-Degree desired.

· 1-2 years of Customer Service experience ideally in a Call Center environment preferred.

· Moderate automotive knowledge a PLUS; Bi-Lingual preferred

· Strong organizational and Customer Service skills

· Excellent verbal and written communication skills

· Ability to adapt to shifting priorities and multi-task as well as articulate relevant information and directions in an organized and concise manner.

· Demonstrate strong proficiency with typing, computer software including Microsoft Office, Outlook, and other internal and external processing systems and resources.

· Maintain confidential information and work independently as a member of a team.

· Willingness to grow within the company.

PHYSICAL REQUIREMENTS

· Prolonged periods of standing, sitting, walking, bending, and working on a computer

· Must be able to occasionally lift and/or move up to 25 pounds.

· Vision abilities required for this position include close, distant, color, and peripheral with the ability to adjust focus. Noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Hybrid work

Work Location: Hybrid remote in Scranton, PA 18503