US - Staffing - Customer Service Rep. I

“This role is currently work-from-home and will move to the office environment after the COVID-19 restrictions are lifted.”

Location: Remote, open to anyone in PST and MST only, excluding CA.
(Please include location and time zone at the top of resumes)

Interviews will be conducted starting 11/18/2024.

This position is a contracted role supporting customer service for client Insurance, a *** company.

Pay Rate: ***/hour
Training hours: 2 weeks, Monday through Friday, 7 AM to 3:30 PM PST, 100% Mandatory Attendance
Training Start Date: Monday, January 6th, 2025.
Hours of operation after training: Monday through Friday 7 AM to 7 PM PST, open availability required. Full time 40 hours a week and 8 hour days. (no part time available)

Work From Home Requirements:
- Quiet space to conduct business, free of any and all distractions and background noise. (including during all of training hours)
- Broadband/Cable/Fiber internet connection with the ability to hard wire connect through an ethernet cord. Speeds of 25 mbps or faster for downloads and 5 mbps or faster for uploads are required. Cellular or Satellite internet is not adequate.
- client provides all equipment needed, the only things not provided are a desk and a chair
- Workstation in home should have the space needed for two 24 inch monitors and a desktop computer
- Attendance required 100% through training

Equipment Distribution:
- Equipment will be shipped
Will be required to use equipment provided by company. No personal equipment allowed.

Under moderate supervision, provides excellent customer service with timely and accurate information and service to policyholders, lenders and agents for products and programs. May independently solve problems of limited scope and complexity. Performs in a fast-paced, high-production, high-volume environment that focuses heavily on customer service. 100% inbound phone time.

Job Responsibilities
• Help customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast paced call center environment. This is done by identifying and providing services and solutions by processing payments, updating customer information, updating billing information, verifying coverage for third parties, resolving telematics inquiries, utilizing available tools to identify and transfer cross sell opportunities, and assisting with online portal.
• Provides first call resolution for aligned work and routes customers to the appropriate party to resolve issues outside of scope.
• Follow department guidelines for account documentation.
• Adhere to standard operating procedures and consistently utilizes resources provided.
• Uphold our customer care standards by achieving individual goals on average handle time, after call work, quality, adherence, leads generation, and reliability.
• Billing experience preferred