Call Center Representative

Primary Purpose:The Default Service Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing a relationship between our clients and their customers.Essential Duties and Responsibilities:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action.Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action.Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller.Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must.Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options.Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file.Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers.Provide superior service while showing empathy.Share feedback when training opportunities are identified.Promote teamwork through consistency, reliability, and group cohesiveness.Communicate effectively through oral and written communication.Consider process improvements on a continuous basis and shares opportunities with Leadership.Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality.Minimum Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.High school diploma or general education degree (GED)Must possess effective verbal and written communication skills along with a highly developed sense of integrity.Proficient in Microsoft Office Suite (Word, Excel, Outlook)Must possess proficiency in ability to type while speaking to customers.Ability to work independently as well as in a team environment.Ability to successfully complete client requirements testing. Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns.Ability to adapt to new situations and learn quickly.High level of flexibility in a constantly changing environmentAbility to multi-task and manage several systems daily.Ability to make decisions quickly by balancing company guidelines and customer needs.High degree of dependability, motivation, and flexibilityMust comply with Brock and Scott Confidentiality AgreementHas "thick skin" and can handle complaints and unpleasant customers.Desired Skills:Ability to type a minimum of 45-50 words per minute.Previous experience in legal, insurance or banking industry preferred.Previous call center experience required.Some CollegeBilingual a plus

Created: 2025-02-20