Consumer Support Representative

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  Accept, resolve and/or escalate customer calls and/or manage the documentation and follow up processes.
• Accept, resolve and/or appropriately escalate Sales Representatives issues/complaints.
• Coordinate and supply necessary documentation within online reporting trackers as needed.
• Utilize internal systems to access and research customer accounts and history.
• Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as follow up actions taken.
• Consistently follow up to ensure that appropriate changes were made/actions were taken to resolve customers' problems.
• Determine credits or charges for services rendered and collect payments or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• May review insurance policy terms to determine whether a particular loss is covered by insurance.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

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  Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
• Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.

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  High School diploma or equivalent required.

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  Proficiency in Excel highly preferred.

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

Knowledge

• Clerical — Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms and other office procedures and terminology.
• English Language— Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Skills

• Active Listening — Giving full attention to what others say, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation — Actively looking for ways to help people.
• Coordination — Adjusting actions in relation to others' actions.
• Time Management — Managing one's own time.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Monitoring — Monitoring/Assessing performance of oneself to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts or otherwise negotiating with others.
• Dealing with Multiple Personality Types— Possessing the personal decorum and professionalism to frequently deal with unpleasant, angry or discourteous individuals.

Abilities

• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to the job. Able to learn and work fluidly in new systems as the job demands.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work. Able to discern time sensitive situations and act accordingly.
• Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
• Importance of Being Exact and Accurate — The ability to be very exact or highly accurate in performing daily duties.

AAP/EEO Statement