Customer Service Specialist

US-FL-Lakeland
1 month ago
Job ID
21376
# Positions
1
Category
Call Center
Position Type
Full Time

Overview

Headquartered in the Central Florida city of Lakeland, Summit employs over 700 office and field associates at its main location and regional offices in Baton Rouge, Louisiana, and Gainesville, Georgia. As the people who know workers’ comp, we strive to provide an atmosphere of constant growth and development for our employees.

 

Summit provides workers’ compensation programs and services to thousands of employers throughout the Southeast.

 

Summit is a member of Great American Insurance Group, a company that focuses on building relationships and linking people to various career paths. Whether it’s underwriting, claims, accounting, IT, legal, or customer service, Great American Insurance Group combines a small-company entrepreneurial atmosphere with big- company expertise.

Responsibilities

 

  • Actively seeks information to understand customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries / issues. Shares and / or conveys routine and non-routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
  • Maintains, updates and monitors customer account information.
  • Interacts with customers to provide information in response to routine and non-routine inquiries (telephone, email, mail, etc.) about products or services.
  • Resolves moderately complex to complex incoming customer requests.
  • Maintains product knowledge to confirm and discuss moderately complex information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.
  • Researches and resolves moderately complex to complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.
  • Responds to correspondence, complaints and information requests via telephone, e-mail, fax regular mail or in person.
  • Utilizes computerized system for tracking, documenting questions / responses, information gathering and / or troubleshooting.
  • May be responsible for the processing of moderately complex to complex transactions on customers’ accounts. Transaction processing may be specified by authority / guidelines.
  • Applies knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines.
  • Provides guidance and assistance to lower level positions. May provide training to lower level employees.
  • Performs other duties as assigned.

Qualifications

  • High School Diploma or equivalent.
  • 2 to 4 years related experience.
  • Verbal and written communications skills required
  • Bilingual (Spanish-speaking) preferred

 

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