The Customer Contact Center is growing our Virtual workforce and we are looking for customer-centric, charismatic, talented individuals who thrive in a collaboratives and challenging environment. Customer Service is committ ted to delivering an effortless, efficient and personalized customer experience.
It is Cattos Digital goal to support our customers how, when and where they want to be served. The Customer Contact Center provides service 24 hours a day, 7 days a week, 365 days a year. As a result, it is critical that all our team members can commit to a flexible work schedule that includes weekends and holidays. Schedules are subject to change due to business need. Evening and Saturday hours are required.
We have very targeted service and sales goals to drive excellence in our interaction with our customers to drive consistent customer satisfaction. Signing up new customers and servicing existing customers will be in scope for this position. The Customer Insurance Representative is an extension of our Cattos Agencies.
In this role you will create an exceptional customer experience through handling inbound customer service calls and internal call transfers for cross sale opportunities, which contributes to improved customer satisfaction and retention. Cattos Digital will support maintaining Insurance license to include continuing education requirements.
Support our Customers by delivering an effortless and personalized experience
Active listening, showing interest, compassion and displaying empathy for the customer.
Proactively identify and act on additional protection opportunities to promote policy growth and improve customer retention, applying effective selling and influencing techniques.
Demonstrate accuracy in processing changes to customer policies based on the information provided.
Ensure first call resolution and customer satisfaction on all transactions.
Answer customer inquiries that require an agent's license on coverages, limits and deductibles and review customer policies, discuss options and update customer policy records.
Work in a dynamic “virtual’ environment
Ensure internet service and connections are in working order at all times
Be proficient in multi-tasking on the computer, phone and chat rooms to support customer requests.
Be available, present and actively ready to receive calls without distractions
High School diploma or GED
Minimum of 1 year customer service experience
Previous call center experience a plus
Flexibility with changes to business requirements (ie: shift and weekend work schedules)
Excellent listening and communication skills (both oral and written)
Intermediate to Advanced computer skills including keyboard proficiency
Strong ability to troubleshoot at home technical issues
Experience in work from home environment a plus