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Customer Support Associate

Apply Location Addison, Texas Requisition Number R-87662

The Customer Support Associate will provide direct contact with Assurant’s customers, high-profile client representatives, and service partners by taking inbound escalated calls to troubleshoot service delays and identify expedited service solutions. This may include immediate one call or case follow-ups until the matter is resolved. The CSA will also work closely with multiple internal departments and representatives to find efficient and effective resolutions for customers as well as providing service provider behavior feedback to Regional Service Managers.

Why You Should Consider This Role

  • You are authentic and love fostering relationships in changing landscapes
  • You value the autonomy to use common sense and good judgment to make decisions
  • You are comfortable exercising discretion
  • You are a self-starter, organized, and can anticipate the needs of others
  • You are able to multi-task and prioritize projects while meeting deadlines

The Details

  • Process webform and email requests from internal and external customers
  • Research and resolve service delays through making outbound phone calls or emails to both providers and customers
  • Root cause recurring problem areas (systematic or behavioral)
  • Handle in-bound and out-bound calls from our clients, providers, internal and external customers
  • Research and respond to inquiries and prepare responses to customers and providers
  • Work in a multi-client or multi-functional environment
  • Documenting system of record with detailed notes on status of the repair
  • Communicate status updates and appropriately escalate issues and opportunities to meet the needs of clients and customers
  • Assist with projects, as needed
  • Follow standard policies and procedures for resolving problems and responding to the customer in a timely manner
  • Document accurate and detailed information to various parties via in-bound and out-bound telephone calls and through written communication

What You Will Like

  • The people – we care
  • The diversity - every day is different
  • The excitement – we focus on ‘What Matters Most’ to our customers
  • The difference in the value Assurant places on strong leadership
  • The opportunity to learn, grow and advance within our fortune 500 global company
  • Competitive salary

What You Should Know About Us

  • Our uncompromising values- Common Sense, Common Decency, Uncommon Thinking, and Uncommon Results guide the way we support our customers and work with one another
  • We are a Fortune 500 company employing approximately 15,000 people in 21 countries
  • We have over 125 years of experience innovating and adapting to the changing needs of our customers

The Ideal Candidates Will Have

  • High School Diploma required / College degree or technical training (is a plus)
  • Minimum of 2 years of Customer Service experience
  • Ability to handle a diverse set of issues and provide a high level of customer service in a calm and professional manner
  • Highly autonomous and self-motivated work ethic; demonstrating sound judgment, initiative, and an ability to manage multiple priorities with a sense of urgency
  • Strong PC skills; well versed and extremely proficient in navigating and searching the internet
  • Proficient in the use of Microsoft Word and Excel
  • Demonstrate an ability to handle matters of a sensitive and confidential nature, and the capacity to maintain composure while working under pressure
  • Strong leadership skills with the ability to build a trusting work environment
  • Proven analytical and organization skills
  • Ability to meet new challenges with an open mind and an optimistic response
  • Ability to protect confidential and proprietary information of the company

#AssurantProudSD

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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.