Roadside Rescue Associate

Job Description This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional, and accurate manner. The role involves resolving service concerns, documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, and call transfers for service transactions.
Job Summary:This position is responsible for handling moderate to complex inquiries, addressing various types of policies and billing inquiries from internal or external customers in an efficient, professional, and accurate manner. The role involves resolving service concerns, documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, and call transfers for service transactions.
Key Responsibilities:Resolve routine, complex, and unique questions/issues.Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.Employ probing questions and actively listen to customer issues or questions, showing interest, compassion, and empathy for the caller's situation.Demonstrate accuracy in processing changes to customer policies based on the information provided and identify opportunities for cross-sales (if applicable).Have a working knowledge of insurance policies and related processes and procedures.Handle any requests regarding customer documentation and clearly explain them, including any necessary follow-ups.Remain current on new marketing campaigns to respond appropriately to marketing-related inquiries.Input and track information into the appropriate databases.Supervisory Responsibilities:This job does not have supervisory duties.
Preferred Qualifications:Education and Experience
High school diploma or equivalent experience
2-3 years of customer service experience preferred
Functional Skills
Excellent level of communication skills (both written and verbal)
Excellent computer skills, including typing proficiency, multi-tasking between online applications, working knowledge of Microsoft products (Outlook, Excel, folders)
Flexible and adaptable to business requirements for changes needed to service the customer
Collaborate with peers and management on special projects and committees
Apply good use of time management skills
Ability to prioritize and multi-task


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