Customer Service Representative (Hybrid)

Hybrid Role: Two days/week in office, the remainder of the week from home.

Training: Temporary training schedule Mon-Fri 8:30-5:00 for approximately 4 months. The training is also hybrid. Permanent schedule begins upon completion of training program.

Market Range 3 / 40 hours per week / $39,300 - $58,951

Available schedules:

1. Sunday to Thursday 9:00am - 5:30pm

2. Tuesday to Saturday 9:00am - 5:30pm

3. Monday to Friday 9:30am - 6:00pm*

*If your shift does not include working weekends, you will be placed on a weekend rotation. This will include a Saturday every 4-6 weeks for 4 hours.

Benefits & Perks:

• Shift differential-10% on top of all your hours worked once you are working your required shift.
• Medical, Dental, Vision Insurance
• Mileage Reimbursement
• Paid Time Off
• Employee Education Programs with incentives
• Wellness Program with incentives
• 401K Defined Contribution Plan w/up to 8% match
• 12 Paid holidays year (flexible options for Customer Service Reps)
• Make-up time
• Fitness Center (Edmeston & Sherburne locations)
• Cafe (Edmeston location)
• Potential bonus based on company performance
• NYCM Insurance discount
• Yearly evaluations

The Customer Service Representative (CSR) is often the first point of contact with NYCM. This is our opportunity to create lasting impressions through courtesy and professionalism. The CSR provides each customer a positive experience while making personal connections, delivering accurate information and striving for first call resolution. The CSR embraces our company culture with enthusiasm while thriving in a fast paced call center. It is our vision to build lasting relationships one customer at a time! Every interaction is an opportunity to touch someone’s life. The smallest positive gesture can turn around the worst moments. 

Duties & Responsibilities:

• A Customer Service Representative is expected to handle an average of 5 phone calls/hour.

• Develop and maintain a vast knowledge and understanding of company processes and procedures within claims, accounts, underwriting, distribution and brand, in automobile, homeowner, mobile home, commercial, umbrella and all other lines of business that may apply.

• Respond, interact, and communicate as a highly skilled insurance professional with prompt, accurate information.
• Connect with the customers by utilizing active listening skills to understand the personality and needs of the caller.
• Clearly and accurately document all transactions and interactions in the company systems.
• Obtain and/or process policy changes or quotes as requested by insureds, agents, lending institutions, automobile dealerships, and all other customers as appropriate.
• Review cancelled insurance policies due to nonpayment for possible reinstatement.
• Communicate details on use of the NYCM web site, including MyAccount, Agent Lobby, and Mobile App.
• Complete telephone interviews.
• Assist teammates with questions or escalated calls.
• Assist with special projects, new procedures and/or enhancements to existing procedures as needed (monthly to quarterly).
• Assist with new hire training and/or interdepartmental shadowing.
• Other duties as assigned.

Experience & Education:

• GED
• Experience in a service field 

Qualifications/Skills:

• High service orientation with positive outlook.
• Intermediate personal computer skills, including electronic mail, routine database activity, word processing.
• Knowledge and understanding of call center software.
• Excellent communication and listening skills.
• Ability to multi-task.
• Adaptability.
• Critical thinking skills.
• Attention to detail with ability to make quick and accurate decisions.
• Team oriented and the ability to work independently.