Customer Service Representative

About the role

Contact Central Agents are responsible for the collection of sensitive information required to mobilize field office personnel. They must quickly and accurately enter this information into various software systems and transmit it electronically to field offices who will then mobilize the appropriate personnel.

Responsibilities

• Independently and professionally respond to incoming emergency calls from customers, referrals from fire or police departments, and third party programs.
• Avoids delays in processing calls by maintaining a customer database and distributing all relevant data to the appropriate contacts.
• Works under time constraints to enter information in a quick and accurate manner and meet specific timelines.
• Uses discretion when routing calls or providing information regarding the organization to callers.
• Adapts quickly with changes to process and procedures within BELFOR to support insurance industry requirements and BELFOR emergency response personnel.
• Ask appropriate questions to secure all pertinent information.
• Follows precise client required protocols and company procedures.
• Operates effectively and professionally in close team environment requiring self-motivation and ability to multitask in a fast-paced environment.
• Maintains a professional appearance.
• Assists in the training of new employees.

Requirements

• Availability to work every other weekend, a minimum of 3 holidays and occasional overtime (on short notice, as needed, during emergency situations).
• Reliable transportation.
• Proven ability to multi-task in fast-paced office environment.
• Demonstrated understanding of customer service, principles, and practices.
• Attention to detail and keen sense of safeguarding other people's property and information.
• Quick learner, detail oriented and self-motivated.
• Strong written and verbal communication skills.
• Basic computer and typing skills.

Physical Requirements

• Occasional lifting from 5-40 lbs, unassisted (from 0-15% of the time).
• Sitting for extended periods of time.
• Manual dexterity needed for keyboarding and other repetitive tasks.
• The ability to bend, crouch, or stand as necessary.