Customer Service Representative

Description

Why AGIA?

AGIA Affinity is an established but growing insurance and benefits marketing partner to some of the largest and most iconic associations and organizations in the country. Our clients include many veterans organizations, and ensuring that our servicemembers have the coverages they need when they need it is at the heart of everything we do. For 66 years we have sought to improve the lives of not only our client members but our internal members as well.

What Are The Benefits?

AGIA offers health benefits including medical, dental, and vision, 401K with 100% company match up to 3% of your annual income and an additional 50% match on the next 2% of income, a prefunded optional FSA , 100% covered Life Insurance, Accidental Death and Dismemberment Insurance, Short Term/Long Term Disability, and a $250 Wellness Benefit. Our medical plan has in-network provider coverage for mental health, reproduction, chiropractic, and massage therapy.

Time off: 

We offer 10 days of vacation your first year, and each year you gain an additional day. Each year, you'll be earning more vacation time at a faster rate. Every associate gets 13 paid and closed holidays each year.

Position Summary

The Customer Service Representative is responsible for providing exceptional customer service to support the customer service and retention goals of the Unemployment Services Trust. 

Essential Job Function

• Provide customer service and answer questions to all UST participants and be able to adequately explain the benefits of UST membership and the policies and procedures of the UST.
• Proactively contact agencies both periodically in the form of member engagement calls and to coincide with annual activities such as contribution projections.
• Deploy quarterly account statements and educate members on impact of activity.
• Maintain contact information and account history in a Customer Relations Management (CRM) system for member organizations. 
• Participate -  along with tenured Account Managers - in member retention efforts and escalate retention efforts as appropriate.
• Record retention efforts in CRM according to documented procedures.
• Perform other miscellaneous functions and special projects as assigned.

Requirements

Education/Certification:

High school degree or equivalent.

Secondary course work preferred.

Required Experience:

One  year customer service experience.

Required Knowledge:

Knowledge of customer service principles and practices.

Skills/Abilities:

Ability to work in a fast paced and changing environment.

Intermediate proficiency in MS Office.

Travel:

No travel.

Work Schedule:

Regular office schedule, PST working hours. 

Physical & Mental Requirements 

• Using primarily just the fingers to make small movements such as typing (40 WPM), picking up small objects, or pinching fingers together.
• Able to hear average or normal conversations and receive ordinary information.
• Movements frequently and regularly required using the wrists, hands, or fingers.
• Average, ordinary, visual acuity necessary to prepare or inspect documents or products.
• Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
• Ability to apply common sense understanding, to carry out detailed instructions and to deal with problems.
• Ability to perform basic math and analysis skills.
• Knowledge of structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Maintain a safe work environment by keeping work station and area clear of obstacles, debris, and clutter. Comply with all company safety rules and security procedures.

Salary Description $20.67-$21.63 hourly