Contact Center Representative

Job Title:

Contact Center Representative Location:

Columbia, SC or Chicago, IL Duration:

6 months Assignment (potential to temp to perm)

Shift/Hours:

40hours/week, 9:30 AM - 6:00 PM (CST)

Work Model:

5 days in office; some Saturday hours may be required

Summary:

The CWB Representative role supports the CWB contact center by servicing customers through inbound/outbound calls and emails. Ideal candidates thrive in a fast-paced environment, demonstrate attention to detail, excel in communication, and possess strong problem-solving skills. The primary goal is to deliver exceptional customer experience. In addition, assisting with functions that include but is not limited to.

Responsibilities:

Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment. Assume ownership and timeliness in handling callers' requests in an efficient, accurate and professional manner. Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments). Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries. Maintain performance and quality standards. Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience. Ability to learn the basic concepts of personal lines insurance principles and Client products offered to our CWB customers. Work collaboratively with team members, and business partners to provide positive customer experience for our caller. Ability to work 40 hours a week on scheduled shift between the hour 7am-8pm CST; work overtime and weekends as needed. Assist with special requests as needed. Complete additional tasks and other projects/duties as assigned.

Qualifications:

Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred. 1-2 years' experience of Insurance background. Customer- focused mindset and dedication to providing exceptional service to employees. Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus! Outstanding, effective, and service focused communication skills, both verbal and written. Proficient in computer skills, multi-application navigation and multi-tasking. Accepts accountability. Bilingual (Spanish/English) is a plus.