Customer Service Representative

Job Description

The Customer Service Representative I will provide exceptional service to our policyholders and agents in a broad range of requests with minimal supervision. This is accomplished by gathering information via phone and email and educating our customers in a fast-paced call center environment in a once and done manner with Ease of Doing Business at the epicenter of each interaction.

1. Provides excellent Customer Service to customers and agents (internal and external) by responding promptly to all inbound customer calls, faxes and email requests.

2. Interacts with all peers and customers in a professional manner

3. Works collaboratively in a team setting

4. Achieves acceptable Quality scores on all monthly evaluations

5. Strives to provide consistent and accurate information to all callers

6. Achieves First Call Resolution (FCR) on all interactions and leaves a lasting impression with policyholders and agents

7. Maintains acceptable attendance levels throughout year.

8. Consistently meets all data entry and NBIC’s standards of performance requirements to ensure excellent customer service, accurate and professional handling of all requests

9. Continually seeks new ways to improve our customer experience and recommends ways of improvement

10. Provides clear, easy to understand information to policyholders

11. Performs additional duties as assigned including mortgage changes, updating customer demographics, fee waivers and other monetary transactions

EDUCATION: High School plus 2-3 years’ work experience

· Excellent customer service and teamwork

· Excellent communication and interpersonal skills are required

· Excellent math skills are required (for addition, subtraction, multiplication and division)

· Ability to review, record and organize written data from a variety of sources with no prescribed format is essential.

Proficiency with Microsoft Office products (Outlook, Excel, Word) Call Center experience preferred but not necessary

Company Description

Your Complete Satisfaction is Our Number One Goal

Since 1978, we have specialized in supplying temporary and direct hire staffing to Rhode Island corporations of all types - including banks, hospitals, manufacturing firms, colleges, professional and legal firms, and governmental agencies.