Role overview

Qualifications

High School Diploma or equivalent experience
Fluent in English and French
Minimum of 3 years of Customer Service or Contact Center experience
Excellent written and verbal communication skills

Responsibilities

Process incoming insurance documents and enter customer information into internal systems
Handle inbound and outbound phone calls to address customer inquiries
Research and resolve customer concerns in real-time
Document and update customer records based on interactions

Key facts

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

Hard skills

Transitional Bilingual Education Data Entry

Other skills

Customer Service
Non-Verbal Communication
Problem Solving
Teamwork

About the company

Great American Insurance Company

Insurance

Based in Cincinnati, Ohio, the operations of Great American Insurance Group are engaged primarily in property and casualty insurance, focusing on specialty commercial products for businesses. We have more than 30 specialty property and casualty insurance businesses, and in 2021, approximately 50% of our gross written premium in our property and casualty operations was generated by business units with a Top 10 market ranking. Great American Insurance Company has received an "A" (Excellent) or higher rating from the AM Best Company for more than 110 years (most recent rating evaluation of "A+" (Superior) affirmed December 16, 2022). The members of Great American Insurance Group are subsidiaries of American Financial Group, Inc. (AFG), also based in Cincinnati, Ohio.

Company details

Company typeXLarge

IndustryInsurance

Company size5001 - 10000

Links

Website LinkedIn See all jobs

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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.