Location: Boston, MA, United States
Industry: Call Center
Our clients are looking for Customer Service Representatives (CSR) who will have a direct impact on the customer’s satisfaction and experience with their company, products, and services. The CSR is responsible for answering incoming customer calls, providing appropriate level of service, and issuing resolutions according to the company’s guidelines while providing superior customer experience.
Successful CSRs will be able to respond with empathy during difficult customer conversations, while simultaneously entering data on different screens.
Receive and answer customer questions and resolve concerns relating to claims, warranties, and product servicing.
Follow standard screens/scripts as appropriate.
Maintain and update customer account records as needed.
Appropriately escalate customer questions and issues when necessary according to guidelines.
Assess client needs and resolve claims according to insurance policy provisions and customer service guidelines.
Coordinate with immediate supervisor or other personnel as needed to resolve claims and issues not of routine nature.
Gather information and examine forms, policies, and other records as provided by claimant and other agencies or resources to make appropriate determination of resolution.
Forward suspected fraudulent and questionable claims to appropriate personnel.
Balance workload based on business needs between paperwork and in-bound calls.
Responsible for meeting deadlines and requirements.
Maintain and update product knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.
Build and maintain effective working relationships and support teamwork in meeting company goals.
Understand how the CSR role fits into the larger organizational context and actively support others in the achievement of common goals.
Maintain professionalism with all contacts, both internal and external and treat individuals with respect.
Participate in special projects, assume new responsibilities, and adjust priorities as requested.
High School Diploma or GED required.
Minimum six months previous customer service experience.
Ability to type 25 words per minute.
Excellent customer service and communication skills.
Ability to multi-task.
Ability to work nights, weekends, and holidays.
Preferred Experience, Skills & Knowledge
Minimum of one year experience as a Customer Service Representative in a call center environment.
Experience moving between multiple screens while entering data.
Bilingual a plus.