Contact Center Customer Service Inbound - Milwaukee, Wisconsin
Title: Contact Center Customer Service Inbound
Location: 1515 N RIVERCENTER DR, Suite 135, Milwaukee WI 53212
Duration: 30 days to start
Description:
•Primary Purpose:
Executes day-to-day activities and handles client service concerns by maintaining and servicing inbound call activity and emails. Improve persistency and overall client satisfaction by serving as point of contact within sales offices, agencies, and employers.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
o Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
o Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
o Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
o Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
o Perform root cause analysis and determine proper course of action
o Explain insurance concepts in an easy to understand format
o Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
o Identify areas of process improvement and works with manager and internal organization to improve processes
o Meet and exceed individual and team performance goals to improve overall lapse rate and service
Required Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
o High school diploma or general education degree (GED)
o Must possess effective verbal and written communication skills
o Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Desired Skills:
o Previous industry experience
o Advanced customer service skills-ability to handle a wide variety of callers in a professional manner and strong interpersonal skills
o Ability to process complex time sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience
o High degree of initiative, mature judgment, and self-motivation
o Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
o Team oriented ability to provide guidance on process, procedures, and product
o Comfortable with receiving feedback