Department: Solution Center
Function: Responsible for receiving, evaluating and resolving all incoming calls regarding DBL and PFL in a professional manner while delivering the best Customer Service possible.
Performance Expectations:
- Provide superior customer service at all times.
- Uses tactful questioning and listening skills that support effective telephone communication.
- Determines caller’s needs and acts upon them appropriately.
- Investigates and proposes solutions to the caller. Follows through on all promises made to the caller.
- Answers each call with a positive approach and speaks with a smile in your tone.
- Effectively controls all phone calls and aims for a one call resolution.
- Uses an effective, professional approach when handling call transfers, taking messages, call back, holds, and interruptions.
- Communicates status of claims (DBL and PFL).
- Document calls.
- Refers calls to Supervisor when required.
- Processes emails as required.
- Documents calls in the Solution Center Call Log.
Education/Experience:
- Bachelor’s Degree in Business Administration or related field and/or relevant work experience in the Insurance Industry.
- Excellent Customer Service Skills.
- Strong Problem Solving Skills.
- Strong Verbal and Written Communication Skills.
- Ability to empathize with caller.
Reports Directly To: Solution Center Manager
Send resume to jobs@shelterpoint.com
Phone: 516-82908100https://www.shelterpoint.com