Senior Client Service Representative, Business Insurance – Surety
Marsh McLennan
Client Services Specialist II
LINQ
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $22 per hour
Job Level
Junior
About the role
- Respond to client e-mail, chat and phone support requests such as questions, status checks, phone activations, phone orders, account suspensions, cancellations, and other concerns
- Use multiple online systems and support tools to effectively resolve tickets
- Resolve assigned tickets accurately and in a timely manner
- Prioritize tickets based on urgency and severity, ensuring the most critical issues are addressed promptly
- Collaborate with colleagues and escalate appropriate tickets to more advanced agents in a seamless manner when required for the best client experience
- Meet or exceed Key Performance Indicators for the role such as number of tickets handled and response times
- Complete client bulk action requests as they come in or when they are assigned out by a manager or lead
- Maintain and stay current with a working knowledge of key processes and procedures of multiple vendor platforms
- Monitor and assist in team messaging platforms to assist fellow agents with inquiries
- Stay up to date with Technical and MDM (Mobile Device Management) training courses offered by LINQ
- Have knowledge of and assist clients with phone migrations
- Support as appropriate with escalated cases
- Staff after hour support for on-call Holidays as needed
Requirements
- Minimum 1 year of prior call center experience
- High school diploma, GED or equivalent
- Reliable, private and secure remote internet with minimum speed requirements of 20Mbps Down/10Mbps Up
- Dedicated private work location without significant background disruptions
- Basic skills in use of personal computer and use of Microsoft Office suite (Word, Excel, Outlook)
- Excellent verbal and written communication skills with a focus on active listening
- Strong interpersonal skills, with the ability to build rapport and trust with clients
- Problem-solving mindset and the capacity to handle challenging situations with diplomacy
- Detail-oriented and highly organized, capable of managing multiple client interactions simultaneously
- Customer-centric attitude with a genuine passion for providing top-notch service
- Ability to work a flexible work schedule
