Job Title: Customer Telephone Center Representative
Job ID: 06287
Division: Business Integration
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Information
This position is in a call center environment taking 300 calls a day from customers and other callers. Perferred candidate will have prior call center experience and strong customer service skills.
Position Objective
Processes incoming calls from internal and external customers in a courteous, friendly, and helpful manner. Efficiently handles a variety of incoming calls for the main telephone center and company service line. Provides service line support for the division service delivery model by processing service request calls and general routing to specific division service providers.
Primary Accountabilities
- Incoming Call Processing (85%)
- Answers the phone, interprets caller`s needs and forwards call to proper destination. Access proper Claims screens to find claim and adjuster information to direct claims calls to correct claims office and adjuster.
- Access policy screens for auto, home, commercial, and billing.
- Screen executive calls and connects callers to more appropriate area for assistance.
- Uses telephone screening procedures to protect the privacy of insured`s and employees. Identifies "social engineering" calls and follows guidelines to protect the privacy of employee`s. Keeps abreast of procedural updates and changes in contact information.
- Educates field force and employees of changes in phone system use. Makes approved updates and changes in the procedure manual and quick sheets.
- Reports phone system problems and reports to unit technicians and manager for resolution.
- Accesses the multi-lingual language line. Works with interpreter to translate call. Directs caller with interpreter to destination. Assists with relay calls for the deaf.
- Balances phone availability and desk time to ensure customer service standards are met. Works with other team members to ensure consistent phone availability across the unit.
- Serves as the central phone unit for several office locations as needed. Provides mission critical phone coverage when the office closes due to unforeseen circumstances.
- Knowledge and Use of Resources (10%)
- Completes training and development to gain knowledge. Develops customer service skills needed to effectively process calls.
- Completes training to develop a solid foundation relative to customer services practices and procedures.
- Authorizes Claim Draft verification using proper systems and procedures.
- Assist callers with emergencies from all office locations. Follows procedures and identifies situations that require the need to complete an incident report.
- Assists with training new CTC representatives as needed.
- Service Line Requests (5%)
- Provides a first level support function for the company to access services provided by the Facilities and Business Services division.
- Determines complexity of request and processes by entering the request into the service request system or calling the division service provider if required by the scope of the request.
- Provide follow-up status communication to requestor depending upon the circumstances of the request.
- Requires a solid knowledge of the division`s process, capabilities and organization in order to effectively process service requests.
- Recognizes when the request is of an urgent or emergency situation and contacts appropriate area/individuals for immediate resolution.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Planning & Organizing
- Teamwork
Specialized Knowledge and Skills Requirements
- Demonstrated experience listening and communicating effectively in a customer service environment.
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Keyboarding/typing ability at 35 wpm.
Physical Demands
- This position requires hand and finger dexterity between 66 and 100% of the time.
- This position requires the ability to sit between 66 and 100% of the time.
- This position requires the ability to talk or listen (hear) between 66 and 100% of the time.
Company Information
American Family isn’t simply in the business of insurance – we’re in the business of helping people. And when people are at the heart of what you do, you quickly value and seek out their diverse ideas and experiences. At American Family, we believe ideas, skills, talent and drive matter. We offer mentoring programs, training, business resource groups, promotions, job transfers and other avenues so our employees can find a path that promotes their interests and development, and builds their networks. We mean it when we say that people are our most important asset.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave, and the opportunity for career development. If you would like to put your career in motion apply online today!
Offer to selected candidate will be made contingent on the results of background checks.
LI:KS1
Please review the job requirements.
Job ID: 06287
Division: Business Integration
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Information
This position is in a call center environment taking 300 calls a day from customers and other callers. Perferred candidate will have prior call center experience and strong customer service skills.
Position Objective
Processes incoming calls from internal and external customers in a courteous, friendly, and helpful manner. Efficiently handles a variety of incoming calls for the main telephone center and company service line. Provides service line support for the division service delivery model by processing service request calls and general routing to specific division service providers.
Primary Accountabilities
- Incoming Call Processing (85%)
- Answers the phone, interprets caller`s needs and forwards call to proper destination. Access proper Claims screens to find claim and adjuster information to direct claims calls to correct claims office and adjuster.
- Access policy screens for auto, home, commercial, and billing.
- Screen executive calls and connects callers to more appropriate area for assistance.
- Uses telephone screening procedures to protect the privacy of insured`s and employees. Identifies "social engineering" calls and follows guidelines to protect the privacy of employee`s. Keeps abreast of procedural updates and changes in contact information.
- Educates field force and employees of changes in phone system use. Makes approved updates and changes in the procedure manual and quick sheets.
- Reports phone system problems and reports to unit technicians and manager for resolution.
- Accesses the multi-lingual language line. Works with interpreter to translate call. Directs caller with interpreter to destination. Assists with relay calls for the deaf.
- Balances phone availability and desk time to ensure customer service standards are met. Works with other team members to ensure consistent phone availability across the unit.
- Serves as the central phone unit for several office locations as needed. Provides mission critical phone coverage when the office closes due to unforeseen circumstances.
- Knowledge and Use of Resources (10%)
- Completes training and development to gain knowledge. Develops customer service skills needed to effectively process calls.
- Completes training to develop a solid foundation relative to customer services practices and procedures.
- Authorizes Claim Draft verification using proper systems and procedures.
- Assist callers with emergencies from all office locations. Follows procedures and identifies situations that require the need to complete an incident report.
- Assists with training new CTC representatives as needed.
- Service Line Requests (5%)
- Provides a first level support function for the company to access services provided by the Facilities and Business Services division.
- Determines complexity of request and processes by entering the request into the service request system or calling the division service provider if required by the scope of the request.
- Provide follow-up status communication to requestor depending upon the circumstances of the request.
- Requires a solid knowledge of the division`s process, capabilities and organization in order to effectively process service requests.
- Recognizes when the request is of an urgent or emergency situation and contacts appropriate area/individuals for immediate resolution.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Planning & Organizing
- Teamwork
Specialized Knowledge and Skills Requirements
- Demonstrated experience listening and communicating effectively in a customer service environment.
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Keyboarding/typing ability at 35 wpm.
Physical Demands
- This position requires hand and finger dexterity between 66 and 100% of the time.
- This position requires the ability to sit between 66 and 100% of the time.
- This position requires the ability to talk or listen (hear) between 66 and 100% of the time.
Company Information
American Family isn’t simply in the business of insurance – we’re in the business of helping people. And when people are at the heart of what you do, you quickly value and seek out their diverse ideas and experiences. At American Family, we believe ideas, skills, talent and drive matter. We offer mentoring programs, training, business resource groups, promotions, job transfers and other avenues so our employees can find a path that promotes their interests and development, and builds their networks. We mean it when we say that people are our most important asset.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave, and the opportunity for career development. If you would like to put your career in motion apply online today!
Offer to selected candidate will be made contingent on the results of background checks.
LI:KS1
Please review the job requirements.