Customer Service Representative

With roots dating back to the 1800s, our Customer is a global professional services firm HQ’d in New York City with businesses in insurance brokerage, risk management, reinsurance services, talent management, investment advisory, and management consulting. Today, they are a unique group of businesses with many enduring competitive advantages. Among them are the quality of their colleagues, deep client relationships, vast global footprint, depth of intellectual capital, and cohesive and collaborative culture.

Our Customer is seeking a Customer Service Representative on a contract basis to support their business needs. The CSRs develop and foster long-term relationships with a portfolio of customers, and are responsible for retaining, servicing and expanding key accounts. Understanding the importance of every customer interaction, they respond to queries about products and services, investigate issues and communicate solutions to customers by phone, email, text, or web chat. This role is 100% remote in Urbandale, IA.

What You'll Do:

• Answer inbound calls and make outbound calls
• Send and receive emails and complete transactions
• Respond to basic customer inquiries regarding products and services the Company offers
• Research customer inquiries and respond formally to correspondence, either verbally or in writing, utilizing all the resources necessary to provide an informed response to the customer
• Request additional/missing information from the customer via letter, text, or telephone call to answer customer inquiries.
• Document client issues and escalate issues to appropriate parties to resolve
• Navigate basic billing questions and escalates issues to appropriate parties to resolve
• Issue Certificates of Insurance
• Process emails and diaries daily, with minimal errors
• Review and discuss basic loss runs and retention with customers; escalate when needed
• Offer additional policies, cross sell when appropriate
• Communicate professionally and provide direct feedback and support to peers when requested Ex: AM Help Chat
• Maintain a minimum monthly status of "on track" performance in all assigned Key Performance Indicators (KPI): Quality, CSAT, CSAT Completion, Adherence, AAO, Grow and Retain, and Leadership

Must-Haves:

• Strong customer service skills
• Outstanding quality
• Professionalism
• Oral & Written Communication skills
• Team collaboration
• Sales acumen
• Relationship-building
• Technology competencies
• Critical-thinking

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.