Customer Service Representative (Hybrid)

About the role

The Customer Service Representative (CSR) is often the first point of contact with NYCM. This is our opportunity to create lasting impressions through courtesy and professionalism. The CSR provides each customer a positive experience while making personal connections, delivering accurate information and striving for first call resolution. The CSR embraces our company culture with enthusiasm while thriving in a fast paced call center. It is our vision to build lasting relationships one customer at a time! Every interaction is an opportunity to touch someone’s life. The smallest positive gesture can turn around the worst moments.

Responsibilities

• Handle an average of 5 phone calls/hour.
• Develop and maintain a vast knowledge and understanding of company processes and procedures within claims, accounts, underwriting, distribution and brand, in automobile, homeowner, mobile home, commercial, umbrella and all other lines of business that may apply.
• Respond, interact, and communicate as a highly skilled insurance professional with prompt, accurate information.
• Connect with customers by utilizing active listening skills to understand the personality and needs of the caller.
• Clearly and accurately document all transactions and interactions in the company systems.
• Obtain and/or process policy changes or quotes as requested by insureds, agents, lending institutions, automobile dealerships, and all other customers as appropriate.
• Review cancelled insurance policies due to nonpayment for possible reinstatement.
• Communicate details on use of the NYCM website, including MyAccount, Agent Lobby, and Mobile App.
• Complete telephone interviews.
• Assist teammates with questions or escalated calls.
• Assist with special projects, new procedures and/or enhancements to existing procedures as needed (monthly to quarterly).
• Assist with new hire training and/or interdepartmental shadowing.
• Other duties as assigned.

Requirements

• High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position.

Qualifications / Skills

• High service orientation with positive outlook.
• Intermediate personal computer skills, including electronic mail, routine database activity, word processing.
• Knowledge and understanding of call center software.
• Excellent communication and listening skills.
• Ability to multi-task.
• Adaptability.
• Critical thinking skills.
• Attention to detail with ability to make quick and accurate decisions.
• Team oriented and the ability to work independently.

Schedule

• Training: Temporary schedule Monday–Friday 8:30 AM–5:00 PM for approximately 4 months (hybrid).
• Permanent schedule begins upon completion of training program.
• Available schedules:
• Tuesday–Saturday 9:30 AM–6:00 PM
• Tuesday–Saturday 11:30 AM–8:00 PM
• Tuesday–Saturday 10:30 AM–7:00 PM
• Monday–Friday 12:30 PM–9:00 PM
• Tuesday–Saturday 12:30 PM–9:00 PM
• If your shift does not include working weekends, you will be placed on a weekend rotation that includes a Saturday every 4–6 weeks for 4 hours.

Benefits

• Shift differential: 10% on top of all hours worked once you are working your required shift.
• Medical, dental, and vision insurance.
• Mileage reimbursement.
• Paid time off.
• Employee education programs with incentives.
• Wellness program with incentives.
• 401(k) defined contribution plan with up to 8% match.
• 12 paid holidays per year (flexible options for Customer Service Reps).
• Make-up time.
• Fitness center (Edmeston & Sherburne locations).
• Café (Edmeston location).
• Potential bonus based on company performance.
• NYCM Insurance discount.
• Yearly evaluations.

Pay

Market range: $39,300 – $58,951 per year (40 hours per week).