[Hiring] Customer Service Representative @Great American Insurance Group

Role Description

The Specialty Equipment division is looking for a Customer Service Representative to join our Contact Center team. This team is responsible for inbound & outbound calls, e-mails and document processing work. This individual will work a remote schedule, but we are targeting candidates in the following locations:

• Phoenix, Arizona
• Salt Lake City, Utah
• Dallas, Texas
• Tampa, Florida
• Bellevue, Washington
• Cincinnati, Ohio

Essential Job Functions and Responsibilities:

• Processes incoming insurance documents, accurately entering customer information into internal systems.
• Handles inbound and outbound phone calls to address customer inquiries and follow-up on documentation or account issues.
• Reviews and replies to correspondence received through email customer service channels.
• Researches and resolves simple to moderately complex concerns and inquiries in real-time for customers and policyholders; refers more complex issues to more experienced staff.
• Determines the best method to resolve issues to ensure customer satisfaction and adherence to the organization’s policies.
• Coordinates problem resolution with necessary internal and external teams.
• Documents and updates customer records based on interactions.
• Works within guidance to arrange and prioritize activities to meet business objectives.
• Participates in team initiatives and shares feedback to improve processes and customer experience.
• Performs other duties as assigned.

Qualifications

• High School Diploma or equivalent experience.
• Generally, a minimum of 3 years of Customer Service or Contact Center experience, with a focus on data entry, email, and/or live chat servicing.
• Excellent written & verbal communication skills.
• Proficient keyboard skills with a typing speed of 40+ WPM.

Requirements

• Full-time (40 hours/week), Monday–Friday
• Shift: 5:45 AM – 2:15 PM PST or 8:30 AM – 5:00 PM PST

Benefits

• Competitive benefits packages for full-time and part-time employees.
• Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement.
• Paid Time Off and paid holidays for full-time and eligible part-time employees.
• 401(k) plan with company match.
• Employee stock purchase plan and commuter benefits.