What are the responsibilities and job description for the Customer Support Specialist position at Security First Insurance Company (Security First...?
Summary of Position:
Provides an exceptional customer experience to the customers (policyholders, agencies and contractors) of Security First Managers (Company). Supports customers with underwriting, billing, policy, and claim status related inquiries, and responding to other general inquiries. Provides timely and accurate information to customers with the goal of providing first-contact resolution (FCR).
Work is performed under close supervision with minimal latitude in the use of initiative and independent judgment.
Essential Job Functions:
- Handles inbound and outbound customer communication from various parties (policyholders, agents, mortgagees, and vendor partners) through our contact center management system, including calls and emails; provides backup to support webchat and text requests
- Achieves or surpasses assigned Key Performance Indicators (KPI’s) and metric targets, such as average handle time (AHT), average hold time, average after-call work time (ACW), Quality Assurance (QA) Rate, and other productivity metrics
- Utilizes contact center technology and operating platform to deliver exceptional customer experiences; may perform CRM troubleshooting for our agent partners
- Contributes to meeting or exceeding service level agreement (SLA) standards for agency partners
- Identifies areas for self-improvement in the customer experience during interactions via calls, and emails to ensure customer and partner satisfaction levels
- Processes customer correspondence received via mail and fulfills customer requests
- Demonstrates a sound understanding of the Company’s underwriting guidelines, first notice of loss applications, and claims service guidelines
- Meets training requirements on regulatory, system and procedure updates
- Ensures customer satisfaction in every interaction and actively supports company retention efforts
- May participate in outbound campaigns
- Maintains a customer service orientation and positive image of the Company; provides a courteous, prompt, and professional approach to exchanging information and resolving issues; adheres to strict confidentiality requirements
- Responds to emergency call-ins for weather incidents, natural disasters, or other critical events
