customer service representative
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling techniques to provide leads for telesales personnel.
Greet transfer and hold calls
Build rapport, listen, clarify and manage conversational flow
Manage upset customers, conflicts and challenging situations
Deliver outstanding service, exceed expectations and build long-term loyalty
Work in teams and in a self-directed environment