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Customer Service Specialist

Company: Assurant
Location: New Brunswick
Posted on: May 2, 2021

Job Description:

Customer Service Specialist (VPS)

This role is responsible for handling inbound calls and off-phone work items related to Vehicle Protection Products such as, but not limited to, mechanical and electrical breakdown repair contracts (commonly referred to by dealerships as "extended warranties"), vehicle maintenance contracts, RV part extended service contracts. This is a remote position.

Why You Should Consider This Role

  • You love helping and connecting with people

  • You’re a problem solver who likes to think on their feet and enjoy challenges

  • You thrive in a fast-paced and changing environment

  • You enjoy being on the phone and are passionate about customer service

What You Will Like

  • The variety of work - every day and every customer’s situation is unique

  • Being a part of a high performing, collaborative and supportive team

  • The opportunity to demonstrate your exceptional problem-solving abilities

  • Medical benefits begin on your first day

  • Competitive compensation and paid time off

  • Career advancement opportunities

The Details

  • The agent is responsible for addressing questions from customers on how the agreement works including explaining claim procedures, coverage details, claim details, relaying denied claim determinations, etc.

  • The agent must learn to navigate multiple systems, learn and adhere to departmental scripts and processes, adhere to quality assurance metrics, average handle time (AHT) and call volume metrics, properly convey the contract details/language to the customer and relay claim details and determinations to customers.

  • The agent must also address inbound and outbound calls with repair facilities/service providers related to claim payment delays and processing.

  • The agent is also responsible for several off-phone items including, but not limited to, claim audits and processing claim payments, working inbound and outbound emails and faxes, working payment requests coming into queues. The agent may be responsible for handling payment plan updates and manual payment requests.

  • If bilingual, the ability to speak, read and write the Spanish language fluently.

Note: This position does not involve cold calling/outbound calls related to solicitations, contract upgrades or sales of any kind

What You Should Know About Us

At Assurant, our core values - integrity, change, urgency, and excellence - guide us as we work together to support our commitments to our clients, their customers and to each other. In collaboration with leading retailers, wireless carriers, utilities, and financial institutions worldwide, we underwrite, market, and administer extended service or service contract programs for consumers and small businesses.

  • Assurant helps people protect what matters most to them

  • We have been around for a while with our roots tracing back to 1892

  • We are a Fortune 500 company employing approximately 15,000 people in 21 countries

  • We provide specialty protection products and related services to safeguard against risks

The Ideal Candidate

  • High school diploma or GED

  • 1 year of experience in an office, call center, or customer contact environment

Other Requirements:

  • Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization

  • Strong customer service skills

  • Ability to work with frequent interruptions and under deadlines

  • Ability to work collaboratively with others to generate ideas or resolve problems

  • Ability to present a professional image

  • Ability to establish courses of action to ensure efficient completion of work

  • Ability to think creatively and make decisions based on incomplete information

  • Ability to process time sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience

  • Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting

Preferred Qualifications:

  • 2+ years of experience in an office, call center, or customer contact environment

  • Previous experience as a team leader or trainer in an office, call center, or customer contact environment

  • 620, 440, or other applicable and relevant licenses or certifications

#AssurantProudSD

Keywords: Assurant, New Brunswick , Customer Service Specialist, Other , New Brunswick, New Jersey

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