Contract Licensed Support Agent
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Job Description
Contract Licensed Support Agent managing day-to-day customer service for insurance clients at Forbes Advisor. Expected to leverage expertise for exceptional customer experience.
Responsibilities:
- Provide top-tier technical support via phone, email, and chat, ensuring prompt and effective resolution of customer inquiries.
- Conduct high-level customer service to identify customers' needs and recommend the most suitable products.
- Maintain accurate and detailed customer records, documenting interactions and ensuring data integrity.
- Assist with process improvement initiatives and implement ideas in a fast-paced, dynamic environment.
- Document and manage various ongoing projects and ensure timely completion.
- Identify and propose automated solutions to streamline processes, enhancing efficiency and productivity.
- Monitor and analyze customer feedback and metrics to identify trends, escalate issues, and propose improvement solutions.
- Participate in creating and maintaining knowledge base articles, FAQs, and other customer-facing resources.
Requirements:
- Familiarity with insurance products, terminology, and industry best practices.
- Exceptional verbal and written communication skills, coupled with strong technical and analytical abilities.
- Self-motivated and proactive, with a proven ability to drive progress and foster key relationships.
- Highly organized and detail-oriented, with a passion for delivering outstanding customer support.
- Positive and perseverant attitude, coupled with a flexible and results-driven approach.
- Strong teamwork skills, with the ability to collaborate effectively across various functions and levels.
- Proficiency in customer relationship management (CRM) systems, Zendesk, and other ticketing tools.
- Excellent active listening and empathy skills, with the ability to understand and address customers' needs effectively.
- Ability to maintain composure and professionalism in challenging situations, demonstrating resilience and adaptability.
- Commitment to continuous learning and self-education, going beyond provided training to explore and master relevant products.
- Must be able to obtain a Property and Casualty Insurance license, and pass a background check with fingerprinting.
Benefits:
- Equal employment opportunities
- Prohibits discrimination and harassment without regard to various characteristics
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