[Hiring] Customer Service Representative @Crum & Forster

Role Description

Travel Insured International, a Crum & Forster company, is hiring a Customer Service Representative. Our Customer Service Representatives deliver exceptional service to our callers, which include travelers and our extensive travel advisor community.

Job Description:

• Answer inbound calls
• Provide accurate, clear and timely responses to a variety of traveler and travel advisor calls that will include, but not be limited to travel insurance coverage questions, website troubleshooting, purchase inquiries and agent support requests
• Create cases in Salesforce to address customer needs (such as documentation or policy changes)
• Act as a liaison with agency partners that have dedicated TII support email addresses
• Participate in weekly coaching sessions
• Participate in a variety of meetings on camera in MS Teams: including, Manager/Employee one-on-one meetings, Team meetings, Training and Town Halls
• Serve as backup for other Customer Care functions including Customer Care/Group call taking, supporting Customer Care Chats, Group desk administrative functions as well as Diamond Tour manifest processing
• Perform other related duties as needed

Qualifications

• Customer-Centric: skilled at prioritizing their needs and experiences, understanding what they want and delivering exceptional service.
• Sales Focused: Ability to effectively communicate the value of TII’s offerings and tailored solutions to travelers insurance needs.
• Effective Listening: Including active listening and empathy
• Effective Communication Skills: Both written communication skills, targeting information, comments and explanations in a manner appropriate to the needs of the audience and verbally by phone.
• Ability to resolve service issues and complaints, leveraging problem-solving and service skills to achieve an appropriate outcome promptly and effectively with a great deal of independence.

Requirements

• A High School Diploma or GED is required
• 3+ years of experience in a customer service or retail role is required; call center experience preferred
• Proficiency with MS Office applications is required. Includes MS Word, Outlook and Teams.
• A Personal Lines or Property & Casualty License is required for this role. Classroom training is provided.
• Experience in the Travel Insurance industry is preferred.
• Dependable internet connection with a dedicated private workspace.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community