Customer Service Representative II

About Loggerhead Risk Management LLC

Loggerhead is a property and casualty insurer that specializes in providing coverage that meets the unique needs of Florida homeowners.

We’re a team of insurance professionals with customer service as our core value and we know the importance of attentively serving our policyholders. Loggerhead is powered by modern technology, guided by people who share a commitment to trust, empathy, always doing what’s right, flexibility, and teamwork.

What is the Role?

As a Customer Service Representative, you'll deliver an exceptional experience to customers, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. Both are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally.

A Day in the Life could include:

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming phone calls from Policyholders, Agents and Third parties. Processing and identifying the type of assistance the customer needs.
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow - up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
• Meet the performance goals established for the position in the areas of: first call resolution, call quality, efficiency, provider satisfaction, and attendance

What You'll Need to be a Top Candidate:

• Strong team-oriented interpersonal skills.
• Ability to contribute and collaborate as a team member while working proactively and independently
• Excellent presentation, persuasion, written, and interpersonal skills.
• Strong attention to detail, organizational skills, time management, and analytical skills
• Enthusiasm for growth, learning and developing new opportunities with the company as it launches new products and services
• Property and Casualty experience (Preferred)

Knowledge & Experience

• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• At least one year of Contact Center customer service experience with familiarity with multiple channels of customer contact (Phone, email, and the like)
• All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work any 8-hour shift between the hours of 8:00 AM - 5:00 PM EST (Eastern Standard Time zone) from Monday - Friday including the flexibility to work occasional overtime based on business need

Education & Certifications:

• Contact Center Operations: 1 years (Required)
• High School Diploma / GED (Required)
• 220 or 2044 License (Required)

Remote Work Requirements:

• Required to have a dedicated work area established that should be separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable)

*This job is remote within Florida, with occasional travel to Tampa, FL headquarters*

Travel: Minimum, as required.

ADA: The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Referral Program
• Tuition Reimbursement

Schedule:

• Monday to Friday