Job Summary:
The Customer Care Operations Specialist is responsible for contributing to the leadership of the Customer Care team by mentoring representatives, monitoring and coaching performance, resolving escalated calls and providing advice and guidance to support achievement of department quality and productivity standards
Key Responsibilities:
- Coach and develop customer care representatives by supporting supervisors, mentoring team members and providing advice and feedback
- Contributes to effectiveness of customer service by promoting organizational policies and best practices, auditing random accounts for accuracy and compliance and monitoring calls against established metrics
- Assists with department initiatives by participating in assigned projects
- Assists with resolution of escalated calls by utilizing knowledge and available resources to answer teammates' questions, resolve customer inquiries and notify up-line of issues pending resolution
- Updates key stakeholders on customer care team progress by communicating with supervisors and managers to report issue status
- Supports training of employees by reviewing training resources, instructing and assisting with workstation setup and distributing reference material
Supervisory Responsibilities:
This job does not have supervisory duties
Preferred Qualifications:
Education and Experience
- High school diploma or equivalent experience
- 2 or more years of experience
Certificates, Licenses, Registrations
- None
Functional Skills
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Able to effectively communicate both verbal and written
- Analytical skills
- Effective and proficient customer service skills
- Strong organizational skills
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.