Role overview

Qualifications

High School Diploma or equivalent experience
Must speak, read, and write English and French fluently
Generally, a minimum of 3 years of Customer Service or Contact Center experience
Excellent written and verbal communication skills

Responsibilities

Processes incoming insurance documents, accurately entering customer information into internal systems
Handles inbound and outbound phone calls to address customer inquiries and follow-up on documentation or account issues
Reviews and replies to correspondence received through email customer service channels
Researches and resolves simple to moderately complex concerns and inquiries in real-time for customers and policyholders

Key facts

Remote from: Washington (USA)
Full time
Mid-level (2-5 years)
Customer Service Representative (B2B)
French, English

Hard skills

Data Entry Help Desk Support LiveChat

Other skills

Customer Service
Communication
Problem Solving
Teamwork

About the company

Great American Custom

Great American Custom is a division of Great American Insurance Group, focused on long-term client relationships and customized business solutions. We specialize in providing casualty products for Excess, Umbrella and Primary lines of business, and Errors & Omissions Professional coverages that meet the needs of the commercial market. Our policyholders range from small businesses to complex, multi-national corporations and Fortune 1000 companies. At Great American Custom, we’ve assembled a team of experienced insurance professionals who provide insight, perspective and creative problem-solving. Since our founding in 1992, we've grown from just two employees to a team of 180 dedicated professionals. Since then, we've achieved remarkable growth while maintaining our commitment to service. As the market evolves, we remain steadfast in our pursuit of stability and long-term relationships. About Great American Insurance Group:Great American Insurance Group’s roots go back to 1872 with the founding of its flagship company, Great American Insurance Company. Great American Insurance Company has received an “A” (Excellent) or higher rating from the A.M. Best Company for over 115 years and is currently rated “A+” (Superior). Learn more at https://www.greatamericaninsurancegroup.com/

Company details

Company size201 - 500

Links

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Job description

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.


This position is not eligible for employment visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

In the Specialty Equipment Division, we help businesses stay in business when bad things happen to their equipment.  Our focus is on innovation and simplicity, and we go beyond convention to provide embedded insurance solutions that make purchasing and financing equipment fast and easy. The team combines specialized technology and service excellence to manage risk and create valuable customer experiences.

https://www.greatamericaninsurancegroup.com/about-us/business-operations/division/specialty-equipment

The Specialty Equipment division is looking for a Bilingual Customer Service Representative to join our Contact Center team. This team is responsible for inbound & outbound calls, e-mails and document processing work. We are open to remote candidates who are not located in the Bellevue, WA area.

Essential Job Functions and Responsibilities

Processes incoming insurance documents, accurately entering customer information into internal systems.
Handles inbound and outbound phone calls to address customer inquiries and follow-up on documentation or account issues.
Reviews and replies to correspondence received through email customer service channels.
Researches and resolves simple to moderately complex concerns and inquiries in real-time for customers and policyholders; refers more complex issues to more experienced staff.
Determines the best method to resolve issues to ensure customer satisfaction and adherence to the organization’s policies.
Coordinates problem resolution with necessary internal and external teams.
Documents and updates customer records based on interactions.
Works within guidance to arrange and prioritize activities to meet business objectives.
Participates in team initiatives and shares feedback to improve processes and customer experience.
Performs other duties as assigned.

Job Requirements

High School Diploma or equivalent experience.
Must speak, read, and write English and French fluently.
Generally, a minimum of 3 years of Customer Service or Contact Center experience, with a focus on data entry, email, and/or live chat servicing.
Excellent written & verbal communication skills.
Proficient keyboard skills with a typing speed of 7,000 kph (alpha numeric).

Schedule

Full-time (40 hours/week), Monday–Friday, 8 hours per day
Shift: 5:45 AM – 2:15 PM PST or 8:30 AM – 5:00 PM PST

Business Unit:

Specialty Equipment

Salary Range:

$20.00 -$22.00

Benefits:

We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at http://www.gaig.com/careers.

*Excludes seasonal employees and interns.