Contact Center Representative

$35,360 - $45,760/Yr

Preferred Mutual Insurance Company - New Berlin, NY

Full-time - Entry Level

New Berlin, NY

Funds, Trusts, and Other Financial Vehicles

About the position

The Call Center Representative will provide exceptional service to internal and external customers by processing transactions and delivering services for high-touch and high-volume interactions within the Business Services Unit. This role involves handling various call queues, with a focus on billing and agent calls, while adhering to established procedures and continuously improving service delivery.

Responsibilities

• Answer calls in all queues in the Contact Center.
• Learn billing calls with expected proficiency within 30 days of starting the role.
• Learn agent calls with expected proficiency within 90 days of starting the role.
• Achieve proficiency in all other queues within 180 days of starting the role.
• Follow established SOPs and provide feedback for continuous improvement.
• Meet individual goals within defined KPIs and SLAs.
• Escalate issues and non-routine transactions to the supervisor as appropriate.
• Efficiently converse with customers to resolve their concerns and questions.

Requirements

• High School Diploma required.
• 2+ years' work experience required, preferably in a call center environment.
• Experience with technology platforms such as Microsoft Windows and Microsoft Office Suite is desired.

Nice-to-haves

• Experience with various technology platforms utilized by Preferred Mutual.

Benefits

• Short-term disability, long-term disability, and life insurance coverage at no cost.
• Optional enhanced life insurance and critical illness plans.
• 401k plan with employer contribution.
• Pension Plan.
• Generous paid time off, offering 25 days at hire (prorated for the first year).
• 7 days of paid sick leave.
• 10 paid company holidays.
• Access to Modern Health for mental health care.
• Medical, dental, and vision coverage options from the first day of employment.
• Flex Spending Accounts and Health Savings Accounts available.