Customer Service Specialist I | Maitland, FL

Provides support to customers, both internal and external, via inbound/outbound calls and emails. Focuses on maintaining customer satisfaction by resolving issues with accuracy and efficiency.

Responsibilities

• Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 2 workgroups.
• Provide information, answer questions, and facilitate resolution to customer inquiries in accordance with company policy and department guidelines.
• Defuse situations through research, customer education, and investigation.
• Demonstrate listening skills while exhibiting excellent customer service and integrity.
• Document details of interactions consistently, timely, and accurately.
• Act in accordance with policies, procedures, statutes, and state laws, as applicable.
• Process requests for forms and applications.
• Route calls when necessary to appropriate resources.
• Assist clients with registering and navigating online systems.
• Follow through on customer communications via phone, email, or chat as needed.
• Display basic knowledge and competency in assigned workgroup(s).
• Meet performance and quality standards.
• Recognize and alert management of trends in customer calls.
• Utilize internal and external resources to improve knowledge and skill base.
• Perform other duties as assigned.

Requirements

• High School diploma or GED equivalent.
• One (1) year of experience in an office or call center environment.
• Ability to perform multiple tasks simultaneously in a fast-paced environment.
• Ability to conduct business efficiently and effectively over the telephone using proper phone etiquette.
• Ability to read, write, and communicate clearly in English.
• Demonstrated customer service experience.
• Expert PC skills including Outlook, Word, Excel spreadsheets, and Internet use.
• Attention to detail with timeliness and accuracy.
• Maintain high standards despite pressing deadlines and added responsibilities.

Preferred Qualifications

• Experience with cloud-based Call Center ACD/CRM software.
• Experience with Five9 telephony system.
• Relevant product knowledge (Insurance or Workers’ Compensation).
• Bilingual English/Spanish communication skills (eligible for higher pay rate).
• Associate’s Degree.

Work Environment

• 100% in-office role located in Maitland, FL, with minimal travel to other office or meeting locations occasionally.
• Routinely uses office equipment such as computers, phones, printers, and web conferencing technology.
• Largely sedentary role; some mobility required.
• May work early, late, or occasional weekend hours to accommodate business needs.
• Occasional lifting of a maximum of 30 lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

$20.50 per hour ($21.50 per hour for bilingual Spanish).

Benefits

Comprehensive benefits package including 401k with company match. View details on our benefits page.

About the Company

EMPLOYERS is a dynamic, fast-growing provider of workers' compensation insurance and services. We offer a positive, challenging work environment with opportunities to build your career while helping grow our business in innovative ways. Headquartered in Nevada, we attribute our long-standing success to our employees across the United States.

We are known for quality service, expertise, and an exemplary work environment. Our core values—Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment—guide how we do business and treat each other. As “America’s small business insurance specialist,” we provide resources, a solid reputation, and a nationwide presence to enrich your work-life and career.