Job Title: Contact Center Representative
Location: Columbia, SC or Chicago, IL
Duration: 6 months Assignment (potential to temp to perm)
Shift/Hours: 40hours/week, 9:30 AM – 6:00 PM (CST)
Work Model: 5 days in office; some Saturday hours may be required
 
Summary:

• The CWB Representative role supports the CWB contact center by servicing customers through inbound/outbound calls and emails.
• Ideal candidates thrive in a fast-paced environment, demonstrate attention to detail, excel in communication, and possess strong problem-solving skills.
• The primary goal is to deliver exceptional customer experience. In addition, assisting with functions that include but is not limited to.

Responsibilities:

• Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment.
• Assume ownership and timeliness in handling callers’ requests in an efficient, accurate and professional manner.
• Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments).
• Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries.
• Maintain performance and quality standards.
• Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience.
• Ability to learn the basic concepts of personal lines insurance principles and Client products offered to our CWB customers.
• Work collaboratively with team members, and business partners to provide positive customer experience for our caller.
• Ability to work 40 hours a week on scheduled shift between the hour 7am-8pm CST; work overtime and weekends as needed.
• Assist with special requests as needed.
• Complete additional tasks and other projects/duties as assigned.

Qualifications:

• Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred.
• 1-2 years’ experience of Insurance background.
• Customer- focused mindset and dedication to providing exceptional service to employees.
• Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus!
• Outstanding, effective, and service focused communication skills, both verbal and written.
• Proficient in computer skills, multi-application navigation and multi-tasking.
• Accepts accountability.
• Bilingual (Spanish/English) is a plus.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 21.73/hr.