Contact Center Representative

Summary:

The remote Call Center Representative works in a high volume fast-paced environment handling inbound and outbound calls (no cold calling) for customers seeking a commercial insurance quote for their small business.

The ideal candidate has a minimum of two (2) years of customer support experience working in a remote call center environment and is comfortable reading scripts.

As the voice of our company, the Call Center Representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

Requirements:

• Handle a large volume of inbound and outbound calls related to small business owners inquiring about commercial insurance needs
• Follow communication scripts and use knowledge of products and services to go off-script when necessary
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Meet daily qualitative and quantitative targets. Achieve all objectives for service, productivity, and quality standards
  

Equipment Requirements:

• Must have a Windows, Apple desktop/laptop or Chromebook
• Access to high-speed internet
• Dedicated workspace
• Processor: Intel i5 8th Generation, Intel Celeron N4500 or AMD Ryzen 5 series or newer
• Processor: macOS 11 or newer (Big Sur 11, Monterey 12, Ventura 13, & Sonoma 14)
• RAM & CPU: less than 80% usage
• RAM (physical memory): minimum 8 GB
  

Qualifications:

• Minimum of 2 years experience providing customer support in a call center environment
• Minimum of 2 years working remotely
• High School diploma or equivalent
• Strong experience with technology and proficiency with computers, including Google Workplace (formally G Suite), Google Chrome, and CRM software
• Strong typing and data entry skills
• Bilingual in Spanish is highly preferred
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Strong time management and decision-making skills