Trusted, hometown, independent agency providing insurance & risk management solutions to families & businesses in & around The Villages community (& beyond). The Contact Center Representative will be responsible for managing inbound and outbound calls, routing customer inquiries to the appropriate team to resolve all customer issues. PRIMARY RESPONSIBILITIES: Manage high volume inbound phone calls and emails in a professional manner. Receive customer inquiries and complaints and provide prompt and accurate assignment to the appropriate team member. Gather customer information and input it into our database. Provide accurate information regarding products and services to customers. Help customers navigate our company website to obtain information or complete tasks. Collaborate with other team members to identify customer needs and resolve issues. Maintain up-to-date knowledge of our company's products, services, and promotions. KNOWLEDGE, SKILLS & ABILITIES: Proficient computer skills and familiarity with customer database software. Excellent communication skills, both oral and written. Strong problem-solving and conflict resolution skills. Ability to multitask and work in a fast-paced environment. Strong time management skills and ability to meet deadlines. EDUCATION & EXPERIENCE: High school diploma or equivalent required; some college coursework preferred. 1-2 years of experience in a customer service or call center environment. 4-40 Customer Service Representative License required, or a willingness to obtain such license within 90 days of employment. Prior experience with multi-line phones and basic computer knowledge is required. Experience with Microsoft Office suite is preferred. #LI-KC1 IND Click here for some insight into our culture! The Baldwin Group (previously Baldwin Risk Partners) is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011, we’ve evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country. At The Baldwin Group, we provide solutions so our clients can pursue what’s possible for themselves, their families, and their businesses. Whether renting a first apartment, opening a small business or taking a company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams. We Protect the Possible.