Customer Service Representative

Company: Renaissance Life & Health Insurance of America ( Learn More )

General Information
High School
1 to 10 years
Job Description

Job Summary: Customer Service Representatives support internal and external customers by navigating systems, policies, and internal department processes providing superior solution oriented service through our inbound and outbound service channels.CSRs provide customers with consistent follow through providing simple and accurate information regarding all of our ancillary products in a manner that supports our quest to make insurance accessible and easy.Primary Job Responsibilities

Handling inbound and outbound interactions Apply formalized policies and procedures consistently to ensure compliance with all regulatory agencies. Adheres to defined quality standards for the handling of all inquiries. Collaborates internally to research, resolve, and educate customers as needed. Assumes every issues is complex and demonstrates curiosity when receiving new inquiries to accurately identify and solve for the root issue, and escalates as needed. Leverages active listening to identify any unspoken need and strives to anticipate and eliminate any follow up or additional work for the customer. Sets clear and reasonable expectations for customers and peers, adequately documents to communicate forward the circumstances for others, and demonstrates strong follow up and follow through to meet all set expectations. Completes and passes the minimum standard for all new hire and ongoing training expectations. Produces high quality results that eliminate additional work for others including customers, peers, or other departments by being thorough and taking ownership of all inquiries.
Job Requirements

Minimum QualificationsPosition requires a high school diploma or equivalent and one year experience in a customer service business environment, preferably a call center that requires the simultaneous use of multiple computer applications to assist the customer. Will accept any suitable combination of education, training, or experience.

Position requires advanced communication, interpersonal and organizational skills; successful completion of Customer Service Simulation test; ability to successfully complete a dental training course; ability to perform duties such as telephone, e-mail, webchat, voicemail, fax, and written inquiry functions on demand; knowledge of personal computing and Windows based software applications such as Introduction to Windows, Basic Word, Basic Excel; and Basic Internet skill.