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Customer Care Representative in Sun Prairie at QBE

Date Posted: 8/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Sun Prairie
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/3/2018

Job Description

Facilitate delivery of effective customer service by developing knowledge of processes and procedures, answering and placing calls and resolving customer inquiries to achieve established quality and productivity standards.

Primary responsibilities

•             Provide timely, accurate customer service by answering inbound calls from assigned queues, researching issues, clarifying and resolving customer inquiries and recording notes in customer accounts to achieve call quality metrics and meet service level expectations

•             Obtain insurance information on behalf of clients by placing outbound calls to agents, carriers, or borrowers as assigned and entering collected data to achieve productivity and quality metrics and ensure account information is complete, accurate and current

•             Resolve customer issues by answering questions and escalating calls as required to ensure customer satisfaction and effectiveness of service

•             Build customer service knowledge by taking initiative for learning additional processes, queues and client-specific procedures to support customers in secondary areas and provide comprehensive, well-informed responses to inquiries

•             Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun

•             Support QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives


Required Qualifications

Education

High School Diploma/GED


Experience

  • 1 year relevant experience
  • Experience in a customer service environment

Preferred Qualifications

Experience

Experience in a call center environment


Knowledge

•             Principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction

•             Terminology, function and fundamental capabilities of common computer, software

•             Basic knowledge of Microsoft Word, Excel and Outlook


Skills

•             Follow established guidelines to focus on details and complete tasks attentively and thoroughly

•             Quickly and accurately perform data entry; keep logs, records, and files up-to-date and readily accessible

•             Utilize effective research and investigative techniques

•             Understand customer needs and goals actively look for ways to meet them

•             Communicate information in a clear, well-organized, and professional manner

•             Encourage and build mutual trust, respect, and cooperation among team members

•             Escalate issues when necessary

•             Professional verbal Spanish language skills


Abilities

•             Adhere to assigned schedule and demonstrate punctuality and consistent attendance

•             Show empathy and sensitivity to the experience of others

•             Positive, pleasant and supportive disposition towards co-workers and colleagues

•             Professional, polished, poised and positive demeanor

•             Demonstrated interest in enhancing knowledge; seeks opportunities to learn and grow


Work environment

General office jobs

Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 pounds.


Number of Openings:

1

How to Apply:

To submit your application, click "Apply" and follow the step by step process.


Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

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The companies of QBE North America are committed to equal employment opportunities. All qualified applicants will receive consideration for employment without regard to age, disability, marital or parental status, national origin, citizenship, race, color, religion, sex, sexual orientation, or veteran status. All personal information contained in this application will be kept confidential as required by law.