Job Description
Surge Team Customer Care Specialist
Fully Remote Remote Worker – N/A
Job Type
Temporary
Description
Based in Seattle, Direct Interactions operates contact centers staffed by American agents nationwide. We are socially responsible in our business practices and provide work-at-home opportunities for all Americans, including those with disabilities and military spouses. Direct Interactions helps organizations better serve the public through the use of rewarding and innovating practices by building and managing teams of compassionate humans who draw on their own experiences to help other humans through difficult and complicated challenges to achieve measurable improvement in outcomes.
About the Position
We transform customer service into customer care by providing a flexible work-at-home culture that attracts people with a passion for caring. If you are selected for this temporary role, you would be accepting incoming calls from those that may need assistance with questions and concerns of insurance policy holders, insurance agents, and/or mortgage companies. We do not know how long the project is slated to last for, but at this time we anticipate 2-6 weeks minimum.
Requirements
- Ability to communicate professionally
- Proper articulation, attention to detail and assertiveness required
- Excellent verbal communication skills including grammar and voice quality, tone and pitch
- Ability to remain poised under pressure
- Documentation, data entry, organization and problem-solving skills are imperative
- Ability to handle detailed work with a high degree of accuracy and speed
- Ability to obtain, organize and present information and ability to handle multiple tasks as assigned
- Legally able to work in the United States
- Excellent written communication skills a must
- Two or more years of customer service experience
PREFERRED QUALIFICATIONS
- Bilingual in Spanish and English
- Call center experience
WHAT YOU WILL BE DOING
- Act as the caller’s advocate via the telephone to ensure the caller’s concerns are addressed
- Provide claim information to those inquiring (open, closed or reopen)
- File new claims
- Notate accounts with relevant information
- Model ethical behavior and execute job responsibilities in accordance with trainings, standards and information protection policies
- Effectively respond via the telephone to concerns of policyholders, insurance agents and mortgage companies.
- Utilize multiple processing systems and follow procedures in filing a First Notice of Loss (FNOL) and answering claim related questions
- Take ownership of each call, handling it until a resolution is reached, which includes follow-up as necessary to ensure that the actions promised to the caller are completed
TRAINING (please convert all times to reflect in your time zone)*All dates and times are tentative and are subject to change*
- Orientation date and time: TBD
- Training date and time: TBD
- All training is paid
- You will be expected to start talking calls immediately after training