Pacific Neuroscience Institute (PNI)

Customer Service Representative

Pacific Neuroscience Institute (PNI)

full-time

Posted on:

Origin:  • 🇺🇸 United States • Alabama, Iowa

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Job Level

Mid-LevelSenior

About the role

  • This is an amazing opportunity to join Penn National Insurance's world-class Customer Care team as a Customer Service Representative!
  • This is a hybrid position reporting to our Harrisburg, PA home office.
  • The Customer Service Representative works within a fast-paced inbound call center and provides customer service via telephone, written, or internet correspondence to agent and policyholders.
  • This position handles a large volume of customer inquiries and requests related to insurance operations.
  • Makes suggestions, volunteers assistance, offers resources, or removes obstacles to help the group achieve its goals.
  • Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.
  • Handles inquiries and requests while utilizing scripting, manuals and task outlines to assist in providing uniform responses to inquiries and proper processing of requests.
  • Follows “sunset rule” for all inquiries and requests and provides resolution, or a status if item is not resolved, to customers within a 24-hours period.
  • Promotes a “one-stop-shopping” concept and assumes ownership of inquiries and requests, which includes subsequent tracking of items from inception to resolution utilizing an automated tracking system.
  • As part of the call tracking process, gathers pertinent information and refers issues to other areas within the Customer Contact Center for evaluation.
  • Coordinates tracking of customer inquiries and requests that may involve three or more levels within the Customer Contact Center.
  • Provides a prompt, polite and professional customer experience to all customers with regard to inquiries and requests received via telephone, fax, e-mail or internet.
  • Works directly with internal and external customers and presents a high-level of professionalism at all times.
  • Accomplishes personal growth objectives intended to increase technical and professional skills, and to prepare for additional responsibilities.
  • Learns and applies general knowledge of company guidelines and processes.
  • Performs various projects requested or assigned by the Group Leader, Customer Contact Center.
  • Interacts with members of the team within the Customer Contact Center, policyholders, claimants, members of Penn National Insurance’s agency population, and corporate operating areas.

Requirements

  • High school graduate
  • Continuing education with a concentration in accounting, bookkeeping, claims or specialized insurance courses, is preferred.
  • Minimum of 3 years’ experience in a call center environment, answering a high volume of calls.
  • OR Minimum of 3 years’ experience in one of the following: customer service, policy processing, billing, collections or claims in an insurance environment.
  • Must have excellent verbal communication skills.
  • Must be able to effectively communicate in writing.
  • Demonstrate ability with Personal Computers using Microsoft products
  • Demonstrate ability to work within a team-oriented, fast-paced, customer-focused environment
  • Must be able to use a calculator and have a good understanding of general math.
  • Must be able to perceive and distinguish emotions during interactions with people via the telephone and respond courteously and professionally, showing empathy.
  • Must be able to use multiple systems and screens simultaneously.
  • This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
  • Must be able to see and effectively use a computer monitor.
  • Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
  • Must be able to access and enter information accurately using automated systems.
  • Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
  • Must be able to present information to individuals and groups.
  • Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
  • Must maintain acceptable attendance and adhere to scheduled work hours (M-F 8:00 am – 4:30 pm EST) or (9:00 am – 5:30 pm EST)