Customer Service Representative

Jobtailor

Town of Edmeston (NY)

On-site

USD 40,000 - 60,000

Full time

14 days+

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Job summary

NYCM Insurance is seeking a Call Center Specialist in New York to handle a steady flow of phone inquiries, provide accurate information, and process policy changes. You will maintain detailed records and support colleagues on complex calls.

Responsibilities include documenting interactions, using company systems, and contributing to training and process improvements as needed.

Qualifications

High school diploma or equivalent with related experience in insurance or customer service.
Excellent communication and listening skills.
Ability to multi-task and adapt in a fast-paced call center.

Responsibilities

Handle an average of 5 phone calls per hour.
Respond with prompt, accurate information and maintain knowledge of processes across lines of business.
Document all interactions in company systems and process policy changes or quotes as requested.
Assist teammates with escalated calls and participate in training.

Skills

Strong communication

Active listening

Customer service

Multi-tasking

Attention to detail

Critical thinking

Team oriented

Independent work

Education

High school diploma

Tools

Call center software

Word processing

Database activity

Job description

Handle an average of 5 phone calls per hour
Develop and maintain knowledge of company processes and procedures within claims, accounts, underwriting, distribution and brand across automobile, homeowner, mobile home, commercial, umbrella and other applicable lines of business
Respond, interact, and communicate as a highly skilled insurance professional with prompt, accurate information
Use active listening to understand the personality and needs of callers
Document all transactions and interactions accurately in company systems
Obtain and/or process policy changes or quotes requested by insureds, agents, lending institutions, automobile dealerships, and other customers
Review cancelled insurance policies due to nonpayment for possible reinstatement
Communicate details on use of the NYCM website, including MyAccount, Agent Lobby, and Mobile App
Complete telephone interviews
Assist teammates with questions or escalated calls
Assist with special projects, new procedures, and enhancements to existing procedures as needed
Assist with new hire training and/or interdepartmental shadowing
Perform other duties as assigned

Requirements

High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position
High service orientation with positive outlook
Intermediate personal computer skills, including electronic mail, routine database activity, word processing
Knowledge and understanding of call center software
Excellent communication and listening skills
Ability to multi-task
Adaptability
Critical thinking skills
Attention to detail with ability to make quick and accurate decisions
Team oriented and the ability to work independently
Ability to work the available schedules, including Tuesday-Saturday or Monday-Friday shifts and weekend rotation when applicable

Core Competencies

Demonstrates strong communication and active listening skills while effectively managing customer interactions in a call center environment. Proficient in processing policy changes and maintaining accurate documentation within insurance operations.

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