Customer Connections Representative

Assurity Group; Lincoln (NE); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Sign-on bonus

Training bonus

Hybrid work schedule

Job summary

Assurity in Lincoln, NE, is seeking a Customer Connections Representative to deliver high quality service across phone, email, and fax channels in a hybrid work environment. The role emphasizes building durable customer relationships and understanding policy coverages while driving satisfaction and upsell opportunities.

The position requires 4–6 years of customer support experience, an associate degree, and strong communication skills.

Qualifications

• Four to six years of customer support experience.
• Consistent and reliable attendance is an essential function to this position.
• Strong verbal and written communication skills.
• Familiarity with ACD telephone systems and practices preferred.
• Customer focus and adaptability to different personality types.
• Ability to set and manipulate priorities and manage time effectively.
• Word processing and spreadsheet software proficiency required.

Responsibilities

• Provides a high level of personalized service to achieve and exceed standards, including building and maintaining sustainable relationships with customers.
• Manages large volumes of telephone, email, and fax inquiries and requests, with documentation of all interactions and upselling opportunities as they arise.
• Assists with process improvement planning, team functions, events, and participation in committees; handles special projects as requested.

Skills

Customer service

Verbal communication

Written communication

Time management

Prioritization

Problem solving

Relationship building

Upselling

Education

Associate degree in business or related field

Tools

ACD systems

Word processing

Spreadsheet software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Connections Representative

Company Headquarters, Lincoln, NE, US

Assurity is looking for enthusiastic, driven, and collaborative people to join our team. We’re a company of vibrant and passionate people who work every day to advance our mission of helping people through difficult times – and who truly want to make a difference. As a Certified B Corporation, we have a verified commitment to our people, community, and planet, and we work every day to make the world a better place.

Ample opportunities for growth, a thriving culture and coworkers who care as much as you do are just the beginning. Come work with purpose. Learn more: www.assurity.com /careers

ESSENTIAL FUNCTIONS

50% Provides a high level of personalized service to achieve and exceed standards including building and maintaining sustainable relationships with our customers, which includes:

• Being available and engaged during assigned work hours to ensure the highest level of customer satisfaction;
• Meeting and exceeding established qualitative standards;
• Identifying customers’ needs, clarifying information, researching every issue and provide solutions, status and/or alternatives;
• Working with difficult customers to resolve issues; and
• Maintaining a high level of engagement, positive attitude, and professional appearance always.

40% Manages large volumes of telephone, e-mail and fax inquiries and requests from customers, which includes:

• Meeting and exceeding established individual and department quantitative standards;
• Providing comprehensive records on all interactions as information is received;
• Taking advantage of upselling opportunities whenever they arise; and
• Understanding policy coverages and having a strong knowledge of company products, processes, and procedures.

10% Performs other responsibilities as assigned, which includes:

• Assisting as needed within the customer connections department;
• Assisting with process improvement planning and implementation;
• Assisting with and participating in team functions and events for the customer connections department; and
• Assisting in special projects and other related duties as requested and serving as a member of various committees and implementation teams.

The list of essential functions is not exhaustive and may be substituted as necessary.

EXPERIENCE AND SKILL REQUIREMENTS

• Four to six years of customer support experience.
• Consistent and reliable attendance is an essential function to this position.
• Strong verbal and written communication skills.
• Familiarity with ACD telephone systems and practices preferred.
• Customer focus and adaptability to different personality types.
• Ability to set and manipulate priorities and manage time effectively;
• Word processing and spreadsheet software proficiency required.
• Talent required in values, work intensity, achiever, positivity, resourcefulness, command, persuasion, relationship-extension, and exactness.

EDUCATION AND CERTIFICATION REQUIREMENTS

• Associate degree in business or related field or equivalent.

PHYSICAL AND WORK SCHEDULE REQUIREMENTS

• May require work in excess of 40 hours a week in order to complete functions of position.
• Ability to maintain acceptable attendance according to the company attendance policy and following daily work schedule for appropriate coverage.
• Ability to work at a computer up to eight hours a day;
• Hybrid position based in Lincoln, NE. Requires three days per week onsite and provides a hybrid schedule with two remote workdays.

Sign-on bonus guaranteed and training bonus program in place.