Customer service representative

Job Title : Customer Service Representative - 1

Duration : 1 year

Location : Whitehouse Station, NJ (Hybrid)

No Of Position : 1

Job Schedule : First 2 weeks of training will be 40 hours / week on site. After training, it will be a Hybrid 3 / 2 schedule.

Job hours : The helpdesk is open Mon-Fri - 7 : 00am -7 : 00pm EST.

Interview process : 1 in person

Summary : The main function of a customer service representative is to interact with internal departments & producers / brokers to provide application support.

A typical customer service representative is responsible for determining the issue, offer possible solutions or providing follow-up as needed.

Customer service calls may be inbound, outbound or a combination of both. Provides basic technical support.

Job Responsibilities :

• Resolve issues that come from the EXP application users. (Proprietary and contractor will be fully trained).
• Document & respond to inquiries via phone & email.
• Refer unresolved issues to designated departments for further investigation.
• Keep records of interactions, recording details of inquiries, problems, and comments, as well as actions taken.
• Effectively gather problem information.
• Evaluate and diagnose problems. Properly escalate issues to management
• Support technical errors whether navigational or system related to keep the end user from being unproductive (Client Employees at all levels).
• Major part of the support will take place via the shared mailbox to correct the error that is being presented.

Skills :

• Helpdesk problem solving required- Level 1
• Areas of trouble shooting that will be required in this role will be accompanied by supervisor training to accomplish the job.
• Shared Mailbox experience in coordination with other support personnel
• Previous experience with insurance products is preferred.
• Experience with attending conference calls and participating.
• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills. This role requires the contractor to interact with all levels of management.
• Ability to work independently.
• Ability to accurately document and record customer / client information.

Education / Experience :

• High school diploma or GED preferred.
• 1-2 years customer service-related experience required.
• Experience with Microsoft Office suite products
• History of being a self-starter and active learner

Last updated : 2024-04-28