Customer Service Associate

Job Summary

Our Premier service center is looking for a Customer Service Associate who can assist clients with issues and help to maintain a high customer retention level. The Customer Service Associate will be responsible for taking incoming calls from our customer base and addressing customer issues and concerns with the company. The successful candidate will be required to develop a comprehensive understanding of our customer service policies and know when issues need to be escalated to the management staff for resolution.

Primary/Essential Duties:

• Update the company database by inputting information from each call and keeping every customer field current
• Collaborate with Management team for data entry projects and misc. projects
• Scanning and filing documents into the company database
• Servicing accounts, making and receiving calls to and from clients, answering client questions (after 4-40 licensed)
• Perform all other assignments as required

Competencies:

• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written communication—the individual edits work for spelling and grammar, presents numerical data effectively. Ability to read and interpret documents such as insurance policies, contracts, and procedure manuals. Ability to write routine reports and correspondence within a format or develop formats for customized or original documents.
• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Required:

• High School Diploma or GED required
• Minimum two years’ experience in a customer service role
• Ability to maintain a high level of confidentiality
• Ability to work well in a team environment
• Advanced knowledge of Word Processing software; Spreadsheet software and Database software.
• 2-20 or 2044 License required

Preferred:

• Advanced college degree is desirable.
• Physical Requirements
• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse, on a constant basis 7-8 hours per day
• Vision sufficient for constant use of computer
• Ability to sit at a desk 7-8 hours per day
• Hearing sufficient for in-person and telephone communication

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. Travel is minimal with most contact with clients by phone and correspondence.

This job description is not meant to be an all-inclusive statement of the duties and responsibilities of the position listed above. Other appropriate duties may be required from time to time.