Agency Services Assoc.

Randstad Enterprise; Howell (MI); Teletrabalho; USD 43 000 - 44 000; Tempo integral

Resumo da oferta

Randstad Enterprise is seeking a Customer Support professional to join the Agency Support Team in a call center setting. You will assist independent insurance agents, policyholders and field partners with personal lines policies, billing and technical support.

The role includes a comprehensive virtual training program and ongoing coaching to drive career growth within Personal Lines.

Responsabilidades

• Receive inbound calls from agents, policyholders and field representatives in a dynamic call center environment
• Timely manage an individual diary of pending items requiring follow-up via email or outbound phone call
• Accurately interpret and verify new and renewal policy transactions, policy coverages and policy changes for agents
• Communicate underwriting guidelines to agents
• Respond to simple as well as complex billing inquiries from agents and policyholders
• Provide agents and policyholders with technical support and troubleshooting on The Hanover’s systems
• Partner with others within Personal Lines to resolve policy or billing related issues
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program
• Make process improvement recommendations related to procedures, workflows and systems
• Participate in special assignments and perform other duties as needed

Descrição da oferta de emprego

Position Overview/Summary:

As a member of the Agency Support Team, you will work with our independent insurance agents, policyholders and field partners within a call center environment to create outstanding service experiences. The Agency Support Team functions as an extension of our agents’ offices by providing assistance related to personal lines insurance policies, premium billing and technical support.

By joining our team, you can expect to take part in an initial comprehensive virtual training program that will prepare you for success. You will learn our service philosophy, receive bothsystems and skills training and benefit from ongoing coaching and mentorship that will position you well for potential career growth within our Personal Lines organization.

What's in it For You?

Training and Development: 6-8 weeks of initial comprehensive virtual training (instructor-led and self-study) followed by ongoing training, coaching and mentorship

Starting pay: Starting at $21.51/hour; Conversion Salary is $43,500 to The Hanover.

Schedule: Hours of Operation are 8:00am – 6:00pm EST, Monday – Friday. Your daily 7.75-hour shift (38.75-hours/week) will be determined after training is complete. Shifts remain static after they are assigned but are eligible for adjustment in the future. Must be located within EST or CST time zones.

Benefits: Yes, visit our Randstad website here. You may review Hanover’s benefits here.

Responsibilities / Essential Functions:

• Receive inbound calls from agents, policyholders and field representatives in a dynamic call center environment
• Timely manage an individual diary of pending items requiring follow-up via email or outbound phone call
• Accurately interpret and verify new and renewal policy transactions, policy coverages and policy changes for agents
• Communicate underwriting guidelines to agents
• Respond to simple as well as complex billing inquiries from agents and policyholders
• Provide agents and policyholders with technical support and troubleshooting on The Hanover’s systems
• Partner with others within Personal Lines to resolve policy or billing related issues
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program
• Make process improvement recommendations related to procedures, workflows and systems
• Participate in special assignments and perform other duties as needed

Key Measures of Success:

• Motivated by taking full ownership to help others, solve problems and create lasting positive impressions
• Driven to be proficient with service delivery and quality metrics, insurance policy concepts, billing practices and technical troubleshooting skills
• Comfortable working in a dynamic and structured call center operations environment
• Receptive to coaching and feedback; flexible and adaptable to change; able to overcome obstacles
• Thrives in a remote or an in-office working environment

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail]. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days.