Sr. Contact Center Specialist IV - State National

Markel Service - Bedford, TX

Full-time - Entry Level

Hybrid - Bedford, TX

251-500 employees

Insurance Carriers and Related Activities

About the position

The position involves supporting the Call Center Supervisor in managing day-to-day operations of the call center, ensuring high standards of productivity, quality, and customer service. The role includes taking escalated customer calls, mentoring new representatives, conducting research for customer issues, and managing call center performance in the supervisor's absence. This position is designed for individuals who can effectively communicate, motivate others, and contribute to a positive team environment.

Responsibilities

• Assist in taking escalated customer calls and interact with account service staff and management to resolve issues.
• Take inbound calls and/or complete insurance verifications as necessary based on volume.
• Act as mentor to new hire representatives or representatives experiencing difficulty in specific areas of performance.
• Conduct extensive research for customer issues requiring retrieval of documents or continuous follow-up.
• Evaluate and process refunds submitted by representatives who have not received access to enter refunds.
• Assist supervisor with quality evaluations and coaching of employees.
• Provide reporting to identify frequently asked questions or training needs.
• Make recommendations to management regarding new ideas or more efficient ways to better influence workflow and procedures.
• Manage Call Center performance and productivity in the absence of the Supervisor.
• Complete special projects as assigned by management.
• Conduct follow-up training as necessary.
• Provide Chat Assistance as needed.
• Handle High Priority Account Transactions.
• Provide Recurring Performance Coaching to Assigned Reps.
• Effectively manage both inbound/outbound queues to ensure timeliness goals are met.
• Pull ad-hoc reports as needed to assist management team.
• Facilitate team meetings in supervisor absence.
• Serve as SME trainer to facilitate training sessions for department.
• Provide Nesting Leadership to group of new hires.

Requirements

• High School Diploma or equivalent required.
• Some college preferred.
• 3 years of call center experience required.
• 18 months of Collateral Protection Insurance experience required.
• Prior experience in training and/or coaching capacity is a plus.

Nice-to-haves

• Ability to communicate with clients and company employees at all levels both orally and in writing.
• Ability to build relationships with various personalities.
• Strong understanding of each personality and tailoring communication to that individual.
• Ability to work independently without much direction; able to multi-task and prioritize appropriately.
• Exhibit and/or inspire a can-do approach and motivate self or associates to excel.

Benefits

• Multiple health, dental, and vision insurance plan options.
• Optional life, disability, and AD&D insurance.
• 401(k) with employer match contributions.
• Employee Stock Purchase Plan.
• Paid Time Off (PTO).
• Corporate holidays and floating holidays.
• Parental leave.
• Hybrid working schedules of 3 days in the office and 2 days remote.