Associate Customer Care Representative

Assurant, Inc.; United States; Remote; USD 32,000 - 46,000; Full time

Job summary

Assurant, Inc. in the United States is seeking a customer service representative to handle inbound calls, respond to inquiries, and resolve issues with professionalism and timeliness.

You will document interactions, collaborate with internal teams, stay updated on product knowledge, and strive to meet KPIs while maintaining high service standards.

Qualifications

• 0-1 years of customer service experience.
• Experience with Microsoft Office Suite (Outlook, Word).
• High School diploma or equivalent.
• Must be available to work as late as 12 am EST.

Responsibilities

• Respond promptly to customer inquiries via phone.
• Resolve product or service problems by clarifying the customer’s complaint.
• Ensure high accuracy, professionalism, and compliance in interactions.
• Maintain availability and productive time during scheduled hours.
• Follow up with customers to ensure resolution and satisfaction.
• Keep records of customer interactions and complaints.
• Communicate with internal departments as necessary.
• Stay up to date on product knowledge and company policies.
• Operate across multiple channels including written and verbal communication.

Skills

Active Listening

Communication

Interpersonal Skills

Time Management

Attention to Detail

Multi-tasking

English Language

Education

High School diploma or equivalent

Tools

Microsoft Office

CRM tools

Job description

To deliver exceptional customer service by responding to inquiries, resolving issues, and ensuring customer satisfaction in a professional and timely manner. This role is essential in maintaining positive relationships with customers and supporting the overall success of the company.

Responsible for providing front line direct contact with customers while providing overall excellent customer service and problem resolution for complex and/or escalated calls that require broader product knowledge. This is done through inbound telephone calls with customers while working under a high level of supervision.

· Respond promptly to customer inquiries via phone.

· Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering the best solution.

· Ensure a high level of accuracy, professionalism, and compliance in every customer interaction.

· Maintain high levels of availability and productive time to spend handling calls or other support channels during scheduled hours. Adhere to schedule adherence expectations and minimize idle time.

· Compliance with both qualitative and quantitative production standards is an essential function of this role. CCRs are expected to consistently meet or exceed performance benchmarks in quality, productivity, occupancy, and overall output in alignment with department goals and client requirements.

· Follow up with customers to ensure resolution and satisfaction.

· Keep records of customer interactions, transactions, comments, and complaints.

· Communicate and coordinate with internal departments as necessary.

· Stay up to date on product knowledge and company policies.

• 0-1 years of customer service work experience.
• Experience working with multiple applications in Microsoft Office Suite (Outlook, Word).
• High School diploma or equivalent.
• Must be available to work as late as 12 am EST

Knowledge & Skills:

Customer Service:

knowledge of principles and processes for providing customer service- meeting quality standards for services and evaluation of customer satisfaction.

Systems and Applications:

ability to navigate a computer, Outlook, open doc, etc. Proper use of all systems, equipment, and work tools to ensure compliance (call avoidance, My Workspace, screen scrape and pausing payment, jabber)

English Language:

some employees need to speak Spanish to support our Spanish speaking customers; use translator line for other languages as needed

Active Listening:

giving full attention to what other people are saying, understand what points are being made, ask clarifying questions

Communication:

ability to articulate a well written email; talk to customers through multiple channels (written, verbal, and chat). Communicate with Clients, Customers, Leadership, Peers; follow templates for written and verbal communication; create concise notes

Computer Skills:

comfortable working with Microsoft Office Tools, basic keyboarding skills, ability to work in multiple applications and use multiple monitors. Ability to learn and use CRM tools. Ability to do basic troubleshooting and understand how to exhaust resources before contacting IT, equipment set up.

Interpersonal Skills:

show empathy, appropriately manage emotions, pick up on customer cues, patience, and problem solving

Attention to Detail:

ability to create proper and accurate documentation

Multi-tasking:

ability to work with multiple monitors and systems while listening, typing, and talking to customers, clients.

Time Management:

efficient use of time with customers, ability to meet KPIs