Customer Care Associate

Oriskany, NY

Description

Utica First Insurance

Job Description and Standard of Performance


POSITION DESCRIPTION

Customer Care Associate

Job Summary

Customer Care Associates are responsible for servicing the basic needs of policy holders, agents, and individuals and are responsible for navigating calls through next steps to ensure that resolutions are satisfied for call inquiries. Contact with customers is primarily made through phones calls but may also include email and web chat.

Reports To: Customer Care Supervisor

Schedule : Monday-Friday 9:00am to 5:00pm

Duties/Responsibilities

• Answer calls daily with professionalism and return calls for individuals who left voicemails.
• Customer Care Associates will attend to incoming emails to the [email protected] general mailbox.
• Maintain thorough ticketing documentation for all contact with our customers (insureds, agents, and other parties involved with a policy)
• Exercise discretion in handling personal financial information.

Job Standards

• Minimum 90% Answer Rate – meaning at least 90% of all inbound calls to a specific c.c. associate are answered +/- 30 seconds average call length – call duration should be in a +/- 30 second window from the department average.
• Calls that are considerably shorter than the department average may lack information and could appear to the caller as short, rude, or robotic.
• +/- 5% number of calls taken per overall – on any given day the percentage of total calls taken should be in accordance with the number of associates working so that everyone is taking an even balance of phone calls minimum 90% ZenDesk tickets created per call – ZenDesk tickets must be created for all calls received. An occasional call might be forgotten but that should be a rare exception
• Call Backs completed within 3 hours for normal priority calls
• Calls Backs completed within 1 hour for high priority calls – The designation of “High priority calls” should be used for reinstatements, pending cancellations, or irate callers.
• All Call Back completed before logging out for the day – if there are any outstanding call backs assigned to an associate in ZenDesk there should be a documented attempt made to call requester back before end of day.

Requirements

Required Skills/Abilities

• Demonstrates excellent verbal and written communication skills
• Ability to assess a situation and provide appropriate solutions
• Conflict resolution and de-escalation techniques
• Ability to learn and navigate multiple computer applications
• Demonstrates excellent verbal and written communication skills
• Self-motivated
• Bilingual candidates are preferred

Education and Experience

• High School Diploma or equivalent
• Previous experience in customer centric positions
• Previous experience in financial or insurance services preferred
• Familiarity with email and phone systems

Physical Requirements

This position requires the ability to sit for extended periods while working at a computer, both in a home and office environment. The role involves frequent use of a headset, keyboard, mouse, and other standard office equipment. Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment.

Utica First Offers

• Competitive starting salary
• Medical (first of following month)
• Dental
• Vision
• Life and Disability Insurance
• Company paid LTD
• Flexible Spending Accounts
• Health Savings Accounts
• Matching 401(k) Plan
• Roth 401k Plan
• Bonus program
• Generous Vacation, Sick and Personal Leave
• Generous holidays (to include Birthday)
• Business casual environment

Pay Range

The actual amount to be offered to the successful candidate will be generally within the posted range but could differ dependent on the key aspects of each case which may include education, skills, experiences, location etc. as determined throughout the selection process.

Salary Description

$18.50 to $20.50