Job Description & Responsibilities:
Answer high call volume and respond to requests in a timely manner. Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and various other applications and resources. Research billing issues with a working knowledge of basic billing ledgers. Process insurance endorsements, such as adding/removing vehicles from a policy, changing insurance coverages and other transactions. Process credit card and check payments. Provide product/service information and offer add-on products. Articulate information or direction to a customer’s level of understanding. De-escalate complaints or concerns. Follow-up on inquiries not immediately resolved. Show empathy while providing one call resolution. Maintain expected performance levels and meet or exceed KPIs. Complete other duties as assigned. Proficiency Demonstrate Soft Skills, including active listening, independent problem solving and ability to respond professionally and compassionately. Execute superb Phone Etiquette. Navigate between multiple screens, databases, and complex data entry applications while engaging the customer on the call. Exhibit excellent oral and written communication skills in a concise manner. Demonstrate organizational and prioritizing discipline. Adapt and adhere to policies and procedures. Present attributes of a team player committed to growth and development.
Qualifications:
High school diploma or equivalent. Proficient reading, writing and math skills. Bilingual (English/Spanish) preferred. Minimum one year of Call Center experience or two years in Customer Service. Computer literate with the ability to learn customer service software applications. Basic level Microsoft Office and Outlook. Data Entry skills. Type 35 wpm. Remote On Video training for 6 weeks is required. Future ability to obtain and maintain a Property and Casualty Insurance
Salary:
Depending on Experience
Contact:
Employer: First Acceptance Insurance Company
Location: Remote
Link: https://firstacceptance.wd5.myworkdayjobs.com/en-US/FirstAcceptance/details/Property-and-Casualty-Customer-Service-Representative_2025-7174