Customer Service Representative

About the role

On the Expedition

This role of Customer Service Representative is responsible to answer all incoming/outgoing calls, set up new claims, provide status of claims that are in process, and answer questions about travel protection plans. Position also includes corresponding with customers via email inquiries.

Responsibilities

• Answer inbound calls and automated call backs, assisting clients with coverage questions, policy modifications or cancellations, claim filing, claims status requests, etc.
• Make outgoing calls following up on customer requests.
• Provide information on travel protection plans to travel agents or directly to passengers.
• Documents all interactions with passengers.
• Attends weekly team meeting to stay abreast of product information, and procedural/policy changes and department or company updates.
• Participates in individual and group training, complete mandatory company training within deadlines.
• Follows proper procedures as detailed in performance guidelines, and represents the mission statement, values, and standards of Generali.
• Manages personal email inbox to stay informed of company and departmental updates.
• Any additional tasks assigned by management.

Requirements

• High School Diploma or Equivalent (GED) required.
• Excellent verbal and written communication skills.
• Insurance benefits administration (Travel/Health insurance).
• Proficiency in Microsoft office Suite; ability to conduct internet research.
• Prior customer service experience.
• Good communication skills, both verbal and written; fluent English required.
• Excellent customer service skills.
• Excellent critical thinking and decision-making skills.
• Active listening skills to understand customer needs and concerns.
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.

Qualifications

• Your Ticket to Success:
• High School Diploma or Equivalent (GED) required.
• Excellent verbal and written communication skills.
• Insurance benefits administration (Travel/Health insurance).
• Proficiency in Microsoft office Suite; ability to conduct internet research.
• Prior customer service experience.
• Good communication skills, both verbal and written; fluent English required.
• Excellent customer service skills.
• Excellent critical thinking and decision-making skills.
• Active listening skills to understand customer needs and concerns.
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.

Skills

• Strong communication skills to listen attentively to customer needs, maintain accurate records of customer interactions and feedback and address requests promptly and courteously.

Benefits

• Passport To Perks Includes Generous Employer contribution for health, dental, and vision insurance.
• Paid Maternity and Paternity Leave.
• Scholarship Program for Employee Dependents.
• Company match on 401k.
• Employee Assistance Program (EAP).
• Company paid short-term and long-term disability insurance.
• Company paid life insurance.
• Voluntary Pet Insurance.
• Voluntary Legal Benefit.
• Discounts on travel insurance.
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO).

Pay

Redion offers competitive compensation and benefits packages tailored to each position. Details on pay and benefits can be found in the Benefits section.

Schedule

This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after the successful completion of a 90-day on-site training period.

Position Coordinates

• The department is a 7 day per week operation and shifts/hours may vary.
• Occasional overtime may be required according to business need.

California Residents - Privacy Notice for California Residents Seeking Employment with Redion

Available here: Privacy Notice for California Residents Seeking Employment with Redion

Equal Employment Opportunity

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunity are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.