Customer Service Representative

Alliant; Omaha (NE); Hybrid; USD 33,000 - 42,000; Full time

Job summary

Alliant in Omaha, NE is seeking a Customer Service Representative to develop insurance leads and promote the company's product portfolio by phone and internet. You will handle inbound and outbound calls, deliver scripts, and convert prospects into qualified leads for Licensed Agents.

You will document every consumer contact, stay compliant with program rules, and collaborate on special projects with the Senior Market Sales team.

Qualifications

• High school diploma or GED is required.
• 1+ year of customer service experience.
• Customer service or call center experience.
• Strong verbal and written proficiencies in English.

Responsibilities

• Place and receive calls to develop insurance leads.
• Promote the company’s product portfolio to consumers.
• Deliver scripts to prospects to generate qualified leads for agents.
• Document every consumer contact with detailed notes.
• Ensure compliance with program reporting rules and service requirements.
• Update and maintain Lead Advantage System per policies.

Skills

Insurance industry knowledge

Customer service

Outbound calling

Written and verbal communication

Organization and time management

MS Office proficiency

Education

High School Diploma or GED

Tools

MS Office

Adobe Acrobat

Job description

SUMMARY

Responsible for providing a wide variety of support services, including the development of valuable leads for insurance and insurance related products, and to promote the company's product portfolio via the telephone and internet to support the organization to increase company revenue and profit.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service: Place and receive outbound and inbound calls related to the development of insurance leads. Promote the company’s product portfolio and provide service assistance to consumers; Respond to consumer inquiries through calls both inbound and outbound as well as internet inquiries. Deliver prepared scripts to prospects and leads with the intent of delivering a qualified prospect or lead to a Licensed Agent. Communicate with consumers regularly regarding rate changes, new product offerings, additional product information, and new policy issuance. Monitor compliance with program reporting rules and service requirements. Update and maintain proprietary Lead Advantage System in accordance with policies and procedures. Document each and every consumer contact with detailed notes;

Special Projects: Work collaboratively with fellow staff to advance the values and mission of the organization and Senior Market Sales by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management;

Performs other duties as assigned by management.

QUALIFICATIONS

EDUCATION / EXPERIENCE

• High School Diploma or GED
• One (1) or more years Customer Service experience
• Customer service or call center experience
• Strong verbal and written proficiencies of the English language

SKILLS

• Working knowledge of insurance services industries
• Knowledge of the general industry procedures, practices and terminology
• Skill in working effectively with inbound and outbound callers/customers
• Skill in negotiating and problem solving to resolve internal and external conflicts
• Skill in the use of office equipment including computer, fax, printer, telephone system, etc.
• Skill in the use of time management and organization skills
• Skill in maintaining effective working relationships with all customers, employees and the general public
• Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred)
• Ability to communicate effectively, both orally and in writing, in a constructive manner
• Ability to approach and communicate with a wide range of personalities in a professional and courteous manner
• Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations
• Ability to engage in effective interpersonal interaction, verbal communication and written communication
• Ability to persuade
• Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests
• Ability to read, write and communicate English effectively
• Ability to maintain all company policies, including all confidentiality and safety policies
• Ability to actively contribute to team effort
• Ability to work independently, exercise independent judgment, make and execute decisions
• Ability to be a self starter, motivated and accomplish goals and tasks within a given time frame

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