The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Call Center Rep for a remote opportunity.

Role Description

Role Value Proposition:

The Customer Experience Specialist will work directly with pet parents to provide solutions to their pet insurance needs and act as a liaison for internal departments such as claims, billing and sales. He or she will work to improve customer retention by problem solving, educating, and providing a WOW! experience for their customer.

Key Responsibilities:

• Manage inbound email, chat and phone inquiries from our customers, for the purpose of providing quality customer service.
• Handle all interactions promptly and effectively, focusing on one-call resolution and engagement.
• Build strong knowledge of services offered by continuously learning in order to assist in policy and claims details.
• Act as a liaison for internal departments such as claims, billing and sales by answering questions and escalating any possible issues up to be resolved.
• Focus on customer retention by overcoming objections to cancel policies, sharing the why behind resolution and providing the with a WOW! experience.
• Complete various projects per management request.
• Will perform all other duties as assigned.

Skills & Requirements

Requirements:

Senior-level experience in Linux privileges and remediation.
Ability to create a structure for reviewing access and collecting responses.
Strong communication skills to explain the project and processes to users.
Experience with automation processes (Centrify/Delinea and Ansible is a plus).
Preference for candidates with a stable job history (loyalty to companies/projects).

Qualifications:

5 Essential Business Experience and Technical Skills:

• Strong computer background using MS Word, Excel, Outlook and Internet.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to operate in a fast-pace, multi-tasking environment with deadlines.
• Strong written, verbal, interpersonal, and phone communication skills.
• Excellent tracking, follow-up, negotiating, and relationship building skills.
• Demonstrated ability to consistently overcome objections.
• Articulate, professional, and possesses a strong quality mindset with attention to detail.
• Ability to learn quickly (to include our proprietary CRM system for managing customers).
• Proven history of adherence to corporate policies, procedures, and guidelines.
• Flexible schedule requirements, with the ability to work evenings, holidays, and weekends.
• Proven attendance reliability.

Required:
• High School Diploma or Equivalent
• 2+ years of customer service experience
• Strong computer skills and ability to navigate multiple systems

Preferred:
• Insurance industry experience
• Contact Center experience

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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