Customer Service Specialist
As part of the Assurant customer service team, you’ll do more than just answer calls or respond to questions. On behalf of our clients, you’ll work directly with consumers to help them protect what matters most. You’ll be their primary point of contact and their source of information. You’ll listen, solve problems, and patiently find a resolution.
- Full time
- Entry Level
- Evenings & Weekends
What makes a successful Customer Service Representative? Look below to see if you found the right fit.
- Good Listener
The culture is amazing. The managers and staff are very supportive and promote an open exchange of ideas and information.– Marcus K., Arizona
Customer Service SpecialistApply Requisition Number R-89634
Customer Service Specialist (VPS)
This role is responsible for handling 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. This is a remote position.
Why You Should Consider This Role
You love helping and connecting with people
You’re a problem solver who likes to think on their feet and enjoy challenges
You thrive in a fast-paced and changing environment
You enjoy being on the phone and are passionate about customer service
What You Will Like
The variety of work - every day and every customer’s situation is unique
Being a part of a high performing, collaborative and supportive team
The opportunity to demonstrate your exceptional problem-solving abilities
Medical benefits begin on your first day
Competitive compensation and paid time off
Career advancement opportunities
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.
If bilingual, the ability to speak, read and write the Spanish language fluently.
Note: This position does not involve cold calling/outbound calls related to solicitations, contract upgrades or sales of any kind
What You Should Know About Us
At Assurant, our core values - integrity, change, urgency, and excellence - guide us as we work together to support our commitments to our clients, their customers and to each other. In collaboration with leading retailers, wireless carriers, utilities, and financial institutions worldwide, we underwrite, market, and administer extended service or service contract programs for consumers and small businesses.
Assurant helps people protect what matters most to them
We have been around for a while with our roots tracing back to 1892
We are a Fortune 500 company employing approximately 15,000 people in 21 countries
We provide specialty protection products and related services to safeguard against risks
The Ideal Candidate
High school diploma or GED
1 year of experience in an office, call center, or customer contact environment
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
2+ years of experience in an office, call center, or customer contact environment
Previous experience as a team leader or trainer in an office, call center, or customer contact environment
620, 440, or other applicable and relevant licenses or certifications
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Meet Our People
Resha S. - Customer Service Representative
I can be myself here. It's just a comfortable work environment. Management is so understanding - they recognize that we're all human. And they listen to our feedback. In turn, I understand my customers and where they're coming from.
We're not scripted - but you do have to have a heart and you have to actively listen. I take escalated calls and I know my customers can hear the concern in my voice right away. That means I'm helping. My supervisors taught me how to grow my skills and how to protect my customers. I continue to receive training, and it's in my plan to become a supervisor.