Customer Service Specialist

Description

Pay Structure: Hourly, Non-Exempt

*THIS IS A NON-COMMISSIONED POSITION

This position requires that the employee be present as scheduled and that absences are kept to a minimum.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Prepares kits for mail outs to clients
• Completes verification/pre-submission calls
• Checks email accounts throughout the entire day
• Answering incoming calls and triaging appropriately
• Providing outstanding customer service to current clients 
• Completing status checks on submitted applications
• Organizes, files, scans and faxes applications and documents
• Calling Carriers to obtain information
• Data entry of incoming leads
• Application processing
• Servicing external agents 
• Maintains a sense of urgency with all tasks
• Maintain an organized workspace
• Working closely with Administrative Team to continue development

*Performs additional duties or projects as needed by CEO or Office Manager

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

•  Analytical - Synthesizes complex or diverse information; Collects and researches data;
•  Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
•  Project Management - Develops project plans; Communicates changes and progress; Completes projects on time.
•  Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills.
•  Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
•  Interpersonal Skills - Focuses on solving conflict; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
•  Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Participates in meetings.
•  Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively.
•  Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
•  Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
•  Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically.
•  Organizational Support - Follows policies and procedures.
•  Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
•  Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
•  Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
•  Professionalism - Approaches others in a tactful! manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
•  Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
•  Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
•  Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
•  Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
•  Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent. It is a requirement of this position to be punctual as per office schedule 
•  Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; C