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RS50 - Customer Support Representative I

Kelly Services eAccounts, St Petersburg FL

Chat with me now! - https://flashrecruit.com/jobs/351959

 

Start Date: 09/04/18

End Date: 09/03/2019

Pay: 15/hour

Schedule:  Open availability Monday - Friday 8am am to 8 pm  & Saturday from 9 am to 6 pm.

Location:  400 Carillon Pkwy, St. Petersburg, FL 33716

Have questions? Chat with me: https://flashrecruit.com/user/DianaMaya

 

* MUST BE BILINGUAL IN SPANISH AND ENGLISH*

Summary:

Position needed for handling (primarily) inbound calls and off-phone work items related to Vehicle Protection Products such as, but not limited to, mechanical and electrical breakdown repair contracts (commonly referred to by dealerships as "extended warranties"), vehicle maintenance contracts, RV part extended service contracts. 

 

Responsibilities:

  • The agent is responsible for addressing questions from customers on how the agreement works including explaining claim procedures, coverage details, claim details, relaying denied claim determinations, etc.
  • The agent must learn to navigate multiple systems, learn and adhere to departmental scripts and processes, adhere to quality assurance metrics, average handle time (AHT) and call volume metrics, properly convey the contract details/language to the customer and relay claim details and determinations to customers.
  • The agent must also address inbound and outbound calls with repair facilities/service providers related to claim payment delays and processing.
  • The agent is also responsible for several off-phone items including, but not limited to, claim audits and processing claim payments, working inbound and outbound emails and faxes, working payment requests coming into queues.
  • The agent may be responsible for handling payment plan updates and manual payment requests. 
  • This position does not involve cold calling/outbound calls related to solicitations, contract upgrades or sales of any kind.

 

Requirements 

• Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization 

• Strong customer service skills 

• Ability to work with frequent interruptions and under deadlines 

• Ability to work collaboratively with others to generate ideas or resolve problems 

• Ability to present a professional image 

• Ability to establish courses of action to ensure efficient completion of work 

• Ability to think creatively and make decisions based on incomplete information 

• Ability to process time sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience 

• Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting 

• Proficiency of computer navigation and Microsoft Office 2003 or later versions & Microsoft Windows XP or later versions 

 

Education:

• High school diploma or GED required 

 

 Have questions? Chat with me: https://flashrecruit.com/user/DianaMaya

If you are interested in this position please apply and follow up with an email to me, Diana Maya , at [email protected] with your resume attached and CSR St. Pete in the subject line.



Chat with me now! - https://flashrecruit.com/jobs/351959
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