Customer Care Representative (Temporary)

TEMP Role, with possibility to convert to fulltime.

Hours of Operation: Mon-Fri: 8am-8pm

Onsite Schedule:     6 weeks in office for training; Up to 8 times per month after training

SUMMARY

Customer Care Representative responds to inquiries regarding insurance coverage submitted by association members through various channels, assisting in the enrollment process and servicing policies. Expected to demonstrate all the required skills and abilities on a timely basis by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other additional duties may be assigned.

• Answers inbound calls involving questions leading to sales of new policies and the service of those policies
• Makes outbound calls to follow up on prospects, telemarketing calls and replies to service questions that involve research.
• Performs various administrative tasks such as preparing and typing memorandums and letters as a result of sales made and service questions.
• Communicates daily and interacts to develop positive working relations with customers, peers, team members, managers, and carriers of the products we sell and service.
• Builds strong relationships with their customers and contacts.
• Ability to give detailed explanation of the products being recommended and sold, while fulfilling the insurance needs of the clients.
• Provide clients with satisfactory explanations of the Carrier’s product policies and the procedures for obtaining service from the carriers.
• Adapts to new work methods, conditions and policies and works within company philosophy and culture
• Ability to work with ongoing change.
• Acts as an advocate for the clients and intercede on their behalf with the carriers involving claim, enrollment, and billing problems
• Provide advice and direction without prior authorization.
• Bind policies and make sales.
• Adhere to schedules, Customer Service Telephone Etiquette, availability for calls, sales goals and time service goals
• Must use creative and innovative techniques to sell products and find solutions to client services issues.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

• Must have knowledge of Customer Service, insurance line business and selling skills. 
• Effective oral and written communication, personal computer software and mathematical skills are necessary. 
• Ability to effectively communication information and respond to questions from managers, clients, customers, and the public.

EDUCATION and/or EXPERIENCE

High School Graduate or equivalent; or three to five years related experience and/or training; or equivalent combination of education and experience.

FOUNDATION COMPETENCIES:

Ensures Accountability - Holding self and others accountable to meet commitments.

Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

Nimble Learning - Actively learning through experimentation when tackling new problems using successes and failures as learning fodder.

Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.