Support Agent I

About the position

The role of a Support Agent within the Agency Support Department is to enhance agent experience and productivity levels by providing on-demand assistance and continued education on all things process, product, technology, and more. The role is primarily an inbound phone call function. Outside of scheduled phone and case shifts, a Support Agent will help build, scale, and maintain resources through multidirectional communication between internal departments and agents in the field. Performance for a Support Agent is measured by phone shift performance, case volume processed, and satisfaction score as rated by agents after interactions.

Responsibilities

• Handling phone calls with franchise agents related to processes, carriers, compliance, etc.
• Processing cases from agents as created by email and Request Service
• Active engagement in both delegated and self-initiated projects
• Effectively managing your email inbox

Requirements

• Effective communication
• Interpersonal and conflict resolution
• Demonstrated integrity and professionalism
• Analytical and problem solving
• Ability to collaborate well with others