Customer Service Rep
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Acts as the primary contact for customers, answering inbound calls, addressing billing and policy questions, explaining coverage, and delivering a positive customer experience.
- Demonstrates strong time management, organization, and ability to work independently
- Completes tasks consistently, fairly, and in the order received
- Supports operations by assisting on phones as needed
- Communicates clearly, concisely, and professionally
- Maintains professionalism with customers, peers, and business partners
- Proactively communicates with supervisors regarding performance impacts
- Coordinates coverage needs effectively with peers
- Actively participates in team huddles and company activities
- Contributes to a positive, collaborative team environment
- Assists new representatives on the floor
- Follows through on coaching feedback and remains open to constructive criticism
- Identifies and communicates trends or issues constructively
- Demonstrates strong understanding of internal systems to support problem-solving
Key Skills & Competencies
Productivity: 82 - 87%
Adherence: 88 - 91%
Customer Satisfaction SAT: 78 - 81%
Service Excellence: 70 - 75%
KPIs
Role Development
Guidelines for Promotion into this Role
Meeting phone and backend objectives
Meeting or exceeding expectations of prior role
Resource for peer escalations, complaints and/or training
Effectively monitors and assists in Teams channel
Subject matter expert for projects and initiatives
License is preferred
Beyond this Role
Common Next Roles
Specialist
Team Lead
Claims Associate
Associate Underwriter
Similar Roles
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