Global Technical Talent, an Inc. 5000 Company · 2 weeks ago
Service Representative
Worcester, MA
Full-time
Hybrid
Entry, Mid Level
2+ years expGlobal Technical Talent is an Inc. 5000 Company seeking a Service Representative for their Commercial Lines team. The role involves managing customer contact and providing quality service to Agents, policy holders, and vendors primarily through phone and email communication.
CRMHuman ResourcesInformation TechnologyStaffing Agency
Responsibilities
Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers or others
This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes a large volume of Certificate of Insurance Requests
Other areas of focus could include, First Party Collections calls/emails, Returned Mail calls/email requests and incoming Voice emails
Provide timely, quality service to Agents, commercial policy holders, and vendors
May answers telephone inquiries from Commercial lines policy owners and Agents for certificate requests
Completes certificate of insurance and ID card requests within service level expectations
After an acclimation period, Service Representatives are expected to meet a Productivity goal. This goal varies based on focus
In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured. Team members are expected to meet a 94% adherence goal. Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches and breaks, etc
All our calls are recorded for Quality purposes, Call and Certificate Quality is reviewed monthly
Qualification
Required
Proficiency in operating and interpreting proprietary software programs
Possesses the knowledge to access all applicable on-line resources
Demonstrated strong written and oral communication skills including active listening skills with an ability to tailor the content to the specific audience
Demonstrated professional telephone etiquette
Demonstrated ability to work well within a team environment
Ability to use a personal computer and other standard office equipment
Ability to work in a fast-paced environment
Ability to sit and/or stand for extended periods (75%-90%)
Able to perform in a dynamic teamwork environment
Preferred
College degree preferred but not required
Typically have 2 or more years of related experience in the areas of Customer Service
Preferred working knowledge of Commercial Rating and Agency Customer Service
Company
Global Technical Talent, an Inc. 5000 Company
Global Technical Talent (GTT) is a leading provider of Total Talent Solutions and a proud subsidiary of Chenega Corporation(www.chenega.com), a Native American corporation with over $1.5 billion in revenue and 7,200 U.S.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mario Moussa
Director of Strategic Partnerships
Company data provided by crunchbase