First Acceptance Insurance

Handle high volume customer calls to resolve inquiries, process payments and insurance endorsements, and maintain performance KPIs. | High school diploma, 1+ year call center or 2+ years customer service experience, computer literacy, basic Microsoft Office skills, typing speed, and willingness to obtain insurance license. | Description: • Answer phone calls to respond to general customer inquiries, invoice questions, payment information, customer change requests and customer complaints. • Project a professional company image through phone interaction. • Answer high call volume and respond to requests in a timely manner. • Identify, research, and resolve issues using AS400, Salesforce, Mitel, Microsoft, and various other applications and resources. • Research billing issues with a working knowledge of basic billing ledgers. • Process insurance endorsements, such as adding/removing vehicles from a policy, changing insurance coverages and other transactions. • Process credit card and check payments. • Provide product/service information and offer add-on products. • Articulate information or direction to a customer’s level of understanding. • De-escalate complaints or concerns. • Follow-up on inquiries not immediately resolved. • Show empathy while providing one call resolution. • Maintain expected performance levels and meet or exceed KPIs. • Complete other duties as assigned. Requirements: • High school diploma or equivalent. • Proficient reading, writing and math skills. • Bilingual (English/Spanish) preferred. • Minimum one year of Call Center experience or two years in Customer Service. • Computer literate with the ability to learn customer service software applications. • Basic level Microsoft Office and Outlook. • Data Entry skills. • Type 35 wpm. • Remote On Video training for 6 weeks is required. • Future ability to obtain and maintain a Property and Casualty Insurance License. Benefits: • Health Insurance • Dental • Vision • Paid Vacation • Disability Insurance • Employer Matching 401(k) Program