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Default Service Representative /Call Center

Company: Brock & Scott
Location: Winston Salem
Posted on: June 10, 2021

Job Description:

The Default Service Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing a relationship between our clients and their customers.
Essential Duties and Responsibilities:

  • Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
  • Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action
  • Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action
  • Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller.
  • Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must.
  • Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options.
  • Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file.
  • Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers
  • Provide superior service while showing empathy.
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability, and group cohesiveness
  • Communicate effectively through oral and written communication
  • Consider process improvements on a continuous basis and shares opportunities with Leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality
Job Requirements:
Minimum Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • High school diploma or general education degree (GED)
  • Must possess effective verbal and written communication skills along with a highly developed sense of integrity
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Must possess proficiency in ability to type while speaking to customers
  • Ability to work independently as well as in a team environment
  • Ability to successfully complete client requirements testing
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Ability to adapt to new situations and learn quickly
  • High level of flexibility in a constantly changing environment
  • Ability to multi-task and manage several systems daily
  • Ability to make decisions quickly by balancing company guidelines and customer needs
  • High degree of dependability, motivation, and flexibility
  • Must comply with Brock and Scott Confidentiality Agreement
  • Has "thick skin" and can handle complaints and unpleasant customers
  • Desired Skills:
  • Ability to type a minimum of 45-50 words per minute
  • Previous experience in legal, insurance or banking industry preferred.
  • Some College
  • Bilingual
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Health insurance
  • Life insurance
  • Generous Paid time off - accrue time on day one
  • Parental leave
  • Professional development assistance
  • Referral program
  • Retirement plan
  • Vision insurance
  • 8-hour shift
  • Day shift
  • Monday to Friday 8:30 - 5:30
  • No weekends
  • Customer Service: 1 year (Required)
  • High school or equivalent (Required)
  • Some College (Preferred)
Work authorization: United States (Required)
Work Location: Winston Salem, NC
Work Remotely: No

Keywords: Brock & Scott, Winston-Salem , Default Service Representative /Call Center, Other , Winston Salem, North Carolina

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