Consumer Support Representative

About the role

The Consumer Support Representative will provide ongoing support to our sales force by conducting research, preparing reports, and handling information requests. They will assist in various areas to maintain functional work processes, communicate and work with multiple areas of the organization including Sales Consultants, customers, and leadership. They must be flexible to support changing priorities and needs.

Responsibilities

• Accept, resolve and/or escalate customer calls and/or manage the documentation and follow up processes.
• Accept, resolve and/or appropriately escalate Sales Representatives issues/complaints.
• Cook up and supply necessary documentation within online reporting trackers as needed.
• Utilize internal systems to access and research customer accounts and history.
• Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as follow up actions taken.
• Consistently follow up to ensure that appropriate changes were made/actions were taken to resolve customers' problems.
• Determine credits or charges for services rendered and collect payments or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• May review insurance policy terms to determine whether a particular loss is covered by insurance.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Requirements

High School diploma or equivalent required. Proficiency in Excel highly preferred.

Qualifications (Knowledge, Skills, Abilities)

• Knowledge: Clerical, English Language.
• Skills: Active Listening, Service Orientation, Oral Communication, Problem Solving, Teamwork, Written Communication.
• Abilities: Deductive Reasoning, Problem Sensitivity, Updating and Using Relevant Knowledge, Organizing, Planning, and Prioritizing Work, Performing Administrative Activities, Performing Multiple Tasks, Updating and Using Relevant Knowledge, Organizing, Planning, and Prioritizing Work, Performing Multiple Tasks.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Sick Days
• Short-term Disability
• Long-term Disability
• Flexible Savings Accounts
• Paid Holidays
• Life Insurance