Job Details
Trusted, hometown, independent agency providing insurance & risk management solutions to families & businesses in & around The Villages community (& beyond).
The Contact Center Representative will be responsible for managing inbound and outbound calls, routing customer inquiries to the appropriate team to resolve all customer issues.
PRIMARY RESPONSIBILITIES:
- Manage high volume inbound phone calls and emails in a professional manner.
- Receive customer inquiries and complaints and provide prompt and accurate assignment to the appropriate team member.
- Gather customer information and input it into our database.
- Provide accurate information regarding products and services to customers.
- Help customers navigate our company website to obtain information or complete tasks.
- Collaborate with other team members to identify customer needs and resolve issues.
- Maintain up-to-date knowledge of our company's products, services, and promotions.
KNOWLEDGE, SKILLS & ABILITIES:
- Proficient computer skills and familiarity with customer database software.
- Excellent communication skills, both oral and written.
- Strong problem-solving and conflict resolution skills.
- Ability to multitask and work in a fast-paced environment.
- Strong time management skills and ability to meet deadlines.
EDUCATION & EXPERIENCE:
- High school diploma or equivalent required; some college coursework preferred.
- 1-2 years of experience in a customer service or call center environment.
- 4-40 Customer Service Representative License required, or a willingness to obtain such license within 90 days of employment.
- Prior experience with multi-line phones and basic computer knowledge is required.
- Experience with Microsoft Office suite is preferred.
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