LiveChat Customer Support Representative

OBJECTIVE

LiveChat Customer Support Representative Objective

To support customers as an extension of the Home Office by providing online service, quotes, and sales to existing and potential clients. To provide exceptional customer service in a prompt and professional manner. To provide online service during both standard and after-standard business hours by responding and taking ownership of all incoming chats and tickets from Farm Bureau Insurance customers and members in a quick and courteous manner. To proactively research and resolve policy issues and online account technical grievances, while documenting activities and reporting back to agent offices. To promote additional coverages for customers when appropriate.

RESPONSIBILITIES

LiveChat Customer Support Representative Responsibilities

Assist customers and potential customers with questions regarding billing, insurance coverage,

and member benefits within the appropriate time limit

 

Build sustainable relationships and trust with customers through knowledgeable responses regarding their policies.

 

Meet personal and customer service team targets on incoming chats.

 

Monitor and report on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.

QUALIFICATIONS

LiveChat Customer Support Representative Qualifications

 

Required

High school diploma or equivalent required.

 

One to two years professional office experience and customer service required, preferably in insurance or live chat.

 

Experienced computer usage and proven skills in Microsoft Outlook, Word, Excel and PowerPoint required.

 

Demonstrated ability to learn new technologies required.

 

Active P/C license required or must be successfully obtained within 90 days of employment.

 

Keyboarding skills with accuracy required.

 

Willingness to pursue continuing job-related training and education required.

 

Preferred

Associate’s degree preferred with focus on marketing, business administration, management, insurance or finance.

 

Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

 

PM19