Pay Rate: $16.50 per hour. This is a seasonal position.

The Seasonal Customer Service Support Representative, working under close supervision, is responsible for providing customer service and support through various channels such as phone, email, and chat of billing, claims, digital and general inquiries. The role is responsible for resolving errors, adjusting accounts, and guiding customers through digital portals. The role consistently applies customer care center required behaviors, such as active listening, positive language, and product knowledge, while maintaining procedural and legal compliance. The role is also involved in assisting agents/producers with navigation and technical issues, recording customer information in databases, and responding to underwriting and processing matters. The role must comply with all applicable laws and regulations and meet service performance and quality standards.

• Answers high volume of incoming calls for billing and supports additional contact channels including email, chat, etc. at a skilled level.
• Provides information, answers question, obtains loss information, research situations, makes decisions and/or solves problems to provide effective customer service to customers, agents, claimants, vendors, and employees.
• Maintains a strong working knowledge of all functions within the Customer Care Center which includes cancellation workflow, cash processing, bad checks, electronic payments, drafts, and research.
• Performs data entry maintenance to accounts as needed, communicates changes to agents and Business Units as needed and proactively suggests billing services to accommodate customer's needs.
• Demonstrate professionalism, accountability and taking personal pride in the handling of billing inquiries, taking payments, etc.
• Serves as primary contact for customers, agents, claimants, and vendors on reporting and inquiries via various channels and utilizes multiple monitors/screens and applications simultaneously.
• Prioritizes work to meet established service level agreements and performance measures for contact center.
• Communicates with agents and Business Units to secure additional information to complete transactions for customers. Initiates action to correct billing errors, processing errors, problems due to system errors, and bank errors and recognizes delicate service situations and escalates appropriately.
• Assists agents/producers with navigation/technical issues in quoting systems, their agency management system, and all website portal applications.
• Demonstrates leadership skills in ability to work with dissatisfied customers and assists to the best ability in resolving their issues.

0-2 years of Customer Service experience, preferably in a contact center environment. High School Diploma or General Education Diploma (GED) and/or commensurate experience.