Medical Call Center Officer
SSC HR Solutions
Customer Experience Specialist
Coterie
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $62,000 per year
Job Level
JuniorMid-Level
About the role
- We’re looking for a Experience Specialist who is passionate about delivering efficient and accurate service and has experience in the commercial insurance space. We need someone who can deliver world-class customer service experiences while enhancing and improving customer account retention. Our Customer Experience Specialist plays a key role in ensuring customer satisfaction by anticipating the needs of agents and policyholders, and supporting their success across our suite of products. Every interaction, from initial inquiry through account renewal, is driven by a customer-focused, service-oriented mindset with a strong emphasis on identifying the best possible policy and risk practices for each customer. Hours: Monday through Friday, 8:00 AM to 5:00 PM Central Time or Pacific Time! Bilingual fluency in English and Spanish is a plus. Handle Policyholder and Agent Requests: Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions. Achieve First-Interaction Resolution: Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction. Monitor and Respond to Voicemail: Manage the voicemail queue, ensuring timely and effective responses to all messages. Cross-Train for Versatility: Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences. Engage in Ongoing Training: Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes. Build and Maintain Customer Relationships: Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service. Meet Internal Service Level Agreements: Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met. Perform Additional Duties as Assigned: Complete other tasks as needed to support team and department objectives.
Requirements
- B.A. or B.S. degree or equivalent 2+ years of experience in customer success, account management, or a related field You hold a Property & Casualty Producer license in your home state and are open to pursuing licensing in all states within 45 days of hire Knowledge of commercial insurance and compliance requirements You’re a self-starter, passionate about creating simpler internal insurance operations procedures Expertise with Microsoft Office products, specifically Excel, SharePoint, Power Automate Strong interpersonal and communication skills, responsive to time-sensitive customer inquiries Strong problem-solving skills and the ability to make decisions under pressure Ability to analyze customer data and identify trends Excellent organizational and time management skills Ability to work in a fast-paced environment
