Specialist I

Department:

Customer Service

Typical Tenure for this Role:

1-2 years

This is a merit-based promotion recognizing sustained high performance and mastery of current role competencies. Advancement is granted via Manager nomination and review, rather than a competitive application process.

Role Overview

Role Description

A Customer Service Specialist I handles complex customer inquiries, troubleshooting issues, and providing tailored solutions to meet individual customer needs. With advanced knowledge of company products, policies, and systems, they serve as a resource for both customers and team members, ensuring a high level of customer satisfaction and support.

Key Skills & Competencies

Successful Specialists I demonstrate mastery of core service skills, combined with advanced critical thinking and emerging leadership competencies:

Advanced Service & Conflict Resolution:

Conflict Resolution: Proven ability to manage and mediate challenging customer disputes and de-escalate calls efficiently.
Negotiation: Developing skills in negotiation to handle complex billing and policy adjustment conversations, achieving mutually agreeable outcomes.
Critical Thinking: Applying advanced critical thinking to independently resolve complex, non-routine customer issues that require in-depth product knowledge or system navigation.

Technical & Claims Gateway Knowledge:

First Notice of Loss (FNOL) Certification: Required internal certification to act as the primary initial contact and intake point for claims, ensuring all required data is accurately captured and submitted.
Claims Service Programs: Deep functional knowledge of special claims programs, including Door to Door Claims Service, Guaranteed Repair, Crash Busters, New Car Replacement, and Accident Forgiveness.
Tools & Systems: Proficiency in the ClaimsPro system, bridging the service center and the claims department.

Product Knowledge & System Fluency:

Product Knowledge: Deep, functional understanding of all personal lines products and advanced policy nuances.
Technical Knowledge: Continued maintenance of high proficiency across all service center and associated claims systems.