Customer Relations Team

Assisting Customer Service Representatives with questions and satisfying customer needs in escalated situations by using a one-call resolution approach.

JOB REQUIREMENTS: 

• Display stellar customer service to all callers
• Be resourceful by using tools and training provided
• Customer Service Department backup
• Meet/Exceed CRT goals for sales, membership and insurance
• Ability to multitask
• Respond promptly to customer inquiries
• Handle and resolve escalated customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Process a variety of requests electronically
• Manage customers' accounts
• Record details of inquiries, comments and complaints
• Communicate with internal/external departments
• Follow up with customer interaction
• Perform customer verification/claim requests
• Keep records of customer interactions and transactions
• Monitor/Audit recorded calls
• Manage administration

 

 

• Ability to express ideas clearly and persuasively
• Exhibit good listening and comprehension skills
• Excellent attendance, prompt and dependable
• Must be able to adapt to a constantly changing work environment
• Ability to apply job knowledge to a variety of situations.
• Sales and Retention oriented
• Needs to look for and take advantage of opportunities when they present themselves
• Ability to work independently and contribute to team-based workflow
• Ability to react well under pressure and handle rejection
• Willing to undertake self-development activities such as insurance licensing
• Must use good judgment
• Excellent communication skills, both verbal and written
• Attention to detail and accuracy
• Customer service orientation
• Strong initiative
• Maintain stress tolerance
• Ability to work closely with other people, and convey a positive, willing and patient attitude
• Ability to prioritize responsibilities
• Ability to pay attention to details
• Adhere to all Security Awareness
• Ability to follow specific instructions
• Ability to adapt to a constantly changing work environment
• Ability to apply job knowledge to a variety of situations
• Basic computer keyboard knowledge
• Knowledge of Microsoft Office suite *Word, Excel and PowerPoint a plus

 

PHYSICAL DEMANDS:

• Ability to sit for extended periods of time
• Ability to enter and manage data on a computer using a keyboard and mouse

EDUCATION AND EXPERIENCE:

• Insurance license a plus
• High school diploma or equivalent
• Basic computer keyboard knowledge
• Prior Customer Service or Telemarketing experience
• Bilingual Spanish a must

BENEFITS

• Medical, Dental, Vision
• 401(k) with company match
• Monthly Performance Bonus
• Paid Time Off
• Paid Holidays
• Company paid Short- and Long-Term Disability
• Company paid Life Insurance
• Employee Assistance Program
• Credit Union
• Casual Work Environment
• Monday-Friday work week 
   

Intersections Inc. is an Equal Opportunity Employer
EOE/M/F/D/V