Customer Support Specialist I

Summary of Position:

Provides an exceptional customer experience to the customers (policyholders, agencies and contractors) of Security First Managers (Company). Supports customers with underwriting, billing, policy, and claim status related inquiries, and responding to other general inquiries. Provides timely and accurate information to customers with the goal of providing first-contact resolution (FCR).

Work is performed under close supervision with minimal latitude in the use of initiative and independent judgment.

Essential Job Functions:

• Handles inbound and outbound customer communication from various parties (policyholders, agents, mortgagees, and vendor partners) through our contact center management system, including calls and emails; provides backup to support webchat and text requests
• Achieves or surpasses assigned Key Performance Indicators (KPI’s) and metric targets, such as average handle time (AHT), average hold time, average after-call work time (ACW), Quality Assurance (QA) Rate, and other productivity metrics
• Utilizes contact center technology and operating platform to deliver exceptional customer experiences; may perform CRM troubleshooting for our agent partners
• Contributes to meeting or exceeding service level agreement (SLA) standards for agency partners
• Identifies areas for self-improvement in the customer experience during interactions via calls, and emails to ensure customer and partner satisfaction levels
• Processes customer correspondence received via mail and fulfills customer requests
• Demonstrates a sound understanding of the Company’s underwriting guidelines, first notice of loss applications, and claims service guidelines
• Meets training requirements on regulatory, system and procedure updates
• Ensures customer satisfaction in every interaction and actively supports company retention efforts
• May participate in outbound campaigns
• Maintains a customer service orientation and positive image of the Company; provides a courteous, prompt, and professional approach to exchanging information and resolving issues; adheres to strict confidentiality requirements
• Responds to emergency call-ins for weather incidents, natural disasters, or other critical events
• The job duties might change in the event of a natural catastrophe that impacts our customers and you might be required to work additional hours
• Maintains positive communication and interaction with Company personnel, representatives from external organizations, and the public
• Establishes and maintains effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service, or diverse cultural and linguistic backgrounds
• Performs other duties as assigned with or without accommodation

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Minimum Requirements:

• High school diploma or equivalent
• One (1) year of contact center environment or customer service experience
• OR an equivalent combination of education, certification, training, and/or experience

Certifications and Licenses:

• May be required to possess a valid state of Florida driver’s license
• Florida property & casualty (P&C) 440 license or ability to obtain within 90 days of employment
• Insurance industry designations or trade certifications

Preferred Qualifications:

• Prior property & casualty underwriting experience
• One (1) year industry experience
• Bilingual (English / Spanish)

Required Knowledge, Skills, and Abilities:

• Knowledge of principles and processes for providing high quality and efficient customer service
• Skill in working with data and reports from various system sources simultaneously
• Skill in the use of Microsoft Office products (Word, Outlook, and Excel) and applicable department and company specific software
• Skill in establishing and maintaining positive relationships and fostering effective communication and collaboration
• Ability to adhere to strict confidentiality requirements when handling sensitive information
• Ability to manage multiple priorities to ensure that deadlines are met to achieve customer and quality objectives.
• Ability to apply critical thinking to solve problems
• Ability to use reasoning skills that minimize duplication of efforts, including but not limited to comparing, classifying, analyzing and coordinating
• Ability to clearly communicate and understand information in English, both orally and in writing
• Ability to follow oral and written instructions
• Ability to perform math calculations required for the work
• Ability to regularly attend work and arrive punctually daily for designated work schedule

Physical Requirements:

Depending on functional area of assignment, tasks may involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time at a keyboard or workstation and extended periods of time standing and/or walking.

Environmental Requirements:

Tasks are regularly performed inside without exposure to adverse environmental conditions (e.g., dirt, cold, rain, fumes).

Sensory Requirements:

Some tasks require ability to operate, activate, use, prepare, inspect, detect, and/or position objects. Some tasks require the ability to perceive and discriminate between cues or signals. Some tasks require the ability to communicate effectively.

Company benefits include:

• 100% paid benefits: medical, dental, and vision
• 401k retirement plan with a 5% employer match
• Paid vacation and holidays
• Bi-weekly pay schedule

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position. Our company is a drug-free workplace, and all candidates which are offered a position will be required to submit to pre-employment drug screening. Refusal to submit to drug screening will result in retraction of offer.