Agent Service Center Representative

JOB DESCRIPTION

Often the first point of contact for customers, the Agent Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities.

The Agent Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures.

As an Agent Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined's products and systems.

Responsibilities


* Demonstrate consistent good quality and performance results.


* Provide consistent service that is customer focused and professional.


* Supporting Field Sales agents with insurance product information


* Assist with basic technical troubleshooting


* Be able confident and capable to handle all new business, underwriting, claim and compensation situations.


* Learn soft skills while communicating with customers


* Focus on customers' needs and develops a customer centric approach in servicing customer's needs.


* Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction and other KPI's.


* Exhibits and practices the Organization's Common Purposes and Shared Traits.

Understands organizational objectives, supports process improvements, and provides feedback to leadership.


* Learn all policy product lines, all procedures for the core and worksite calls.


* Provides support for business partners as needed.


* Expected to be able to work various shifts within 7:30 a.m.

- 6:00 p.m.

CST timeframe

COMPETENCIES



* Problem Solving:Takes an organized and logical approach to thinking through problems and complex issues.Simplifies complexity by breaking down issues into manageable parts.Looks beyond the obvious to get at root causes.Develops insight into problems, issues and situation.


* Continuous Learning:Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise.Takes advantage of formal and informal developmental opportunities.Takes on challenging work assignments that lead to professional growth


* Initiative:Willingly does more than is required or expected in the job.Meets objectives on time with minimal supervision.Eager and willing to go the extra mile in terms of time and effort.

Is self-motivated and seizes opportunities to make a difference.


* Adaptability:Ability to re-direct personal efforts in response to changing circumstances.Is receptive to new ideas and new ways of doing things.Effectively prioritizes according to competing demands and shifting objectives.Can navigate through uncertainty and knows when to change course


* Results Orientat...