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Fortegra · 1 month ago

Solution Services Specialist I

Jacksonville, FL

Full-time

Onsite

Mid Level

3+ years exp

Fortegra is seeking a Solution Services Specialist I to ensure the delivery of excellent customer support through fast, accurate, and exceptional communication. The role involves managing multiple tasks, coordinating with team members, and resolving customer inquiries effectively.

Insurance

Responsibilities

Interact through telephone, SMS, chat, and email communication with internal and external customers

Answer customer inquiries and resolve concerns by quickly identifying needs, demonstrating empathy and understanding for the customer’s perspective, and conveying information clearly

Act as the primary point of contact for escalated issues, providing personalized and attentive service

Thoroughly investigate and assess the nature of escalated concerns, using attention to detail, sound judgement, and problem-solving skills to resolve issues

Collaborate with relevant departments, including customer support, sales, and product development, to devise effective solutions tailored to each customer's unique needs

Communicate with customers in a professional and courteous manner, keeping them informed of the progress and resolution of their escalated issues

Ensure interactions conclude with customer confidence that their needs have been met or are in the process of being resolved

Exercise time management skills to handle caseloads, including multitasking and pivoting as needed to support shifting business needs and ensure timely resolution

Implement proactive measures to prevent future escalations by identifying underlying issues and recommending improvements to enhance the customer experience

Maintain detailed records of all escalated cases, including correspondence and resolution outcomes, for future reference and analysis

Prepare ad-hoc reporting and data requests

Special projects as assigned

Qualification

Customer service experienceMultitasking abilitiesProblem-solving skillsExcel for data organizationBilingual in SpanishEmpathetic supportShift prioritiesClear communicationTime management

Required

High School Diploma or equivalency required

3-4+ years of customer service experience required

Experience in a call center environment required

Experience using 3-4 systems/programs simultaneously

Clear and articulate communication, both verbal and written

Ability to provide empathetic, high-quality customer support

Ability to thrive in a fast-paced, rapidly changing, high volume work environment

Ability to shift between priorities

Problem-solving skills

Ability to multitask using phone and computer systems

Preferred

Bilingual in Spanish

Some experience with Excel for data organization and reporting

Benefits

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.

Company

Fortegra

For more than 45 years, Fortegra and its subsidiaries have delivered risk management solutions that help people and businesses succeed in the face of uncertainty.

Founded in 1978

Jacksonville, Florida, US

501-1000 employees