Customer Care Supervisor
Collectors
Customer Experience Analyst
ReSource Pro
full-time
Posted on:
Location Type: Hybrid
Location: Groesbeck • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $13 - $28 per hour
Job Level
JuniorMid-Level
About the role
- Receive and handle customer inquiries via inbound/outbound phone calls, email, and/or chat.
- Answer questions professionally and assists customers by completing a task or process for them ; Provides exceptional customer service to customers
- Independently lead conference calls and meetings with customers
- De-escalate frustrated customer situations and finds solutions to provide an exceptional customer experience
- Follow established processes and procedures to complete routine and mid-level complexity regulatory compliance and/or client intake tasks in a timely manner on behalf of the client.
- This may include gathering and verifying client information, inputting information into a variety of Compliance and/or State web-based systems and forms and completed related reports
- Accomplish work in accordance with established procedures (call/email handle times, etc.) and track work and activities in established databases.
- Independently resolve low- and mid-level complexity problems escalated by Associates.
- Escalate complex problems to senior team member or supervisor and takes initiative to find solutions
- Assist with training for new team members, and act as a resource to junior team members through ongoing mentorship and assistance
- Collaborate with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals
- Look for opportunities to improve processes to better support client and build knowledge and expertise in insurance regulatory compliance
Requirements
- High School diploma or equivalent
- 2-4 years customer service experience
- MS Office - Word, Outlook, Access, and strong Excel skills
- Prior insurance industry experience preferred
- Customer-centric mindset, enjoy providing a service and solving customer problems
- Strong written and verbal communication skills, able to convey information to clients and effectively deescalate customer frustrations
- Team player mentality and commitment to supporting other team members
- Process-focused and detail oriented, committed to accurate documentation
- Technological proficiency – able to learn, utilize, and navigate a variety of external and internal systems
Benefits
- Generous PTO plan with paid holidays + floating holidays
- 100% paid Employee Healthcare on Day 1
- Eligible for all medical, dental, and vision benefits on Day 1
- 401k with employer match, vested on Day 1
- Opportunity to work for a growing, global organization.
- Ability to engage with clients and internal partners to make an impact.
- Organization-wide focus on growth and development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceregulatory complianceproblem resolutiondocumentationdata entryclient intakeprocess improvementmentorshiptraining
Soft skills
communicationde-escalationteamworkcustomer-centric mindsetdetail orientedinitiativecollaborationservice orientation
