Call Center Customer Service Representative

Call center RepresentativeLocation: Aguadilla PR
Job Description
This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to travel insurance products. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.
Principal Duties and Responsibilities:Answers incoming calls from queue in a professional and courteous mannerAssists internal and external customers via emailService internal and external customers via customer chat channelEnsure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient mannerTransfers callers to the appropriate departmentsEscalate calls to supervisor as warrantedEnter appropriate comments and notes within policy databaseProactively recommend and upsell appropriate products based upon customer needs or direction from supervisorTakes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websitesFoster a team environment by creating and maintaining a positive relationship with peers, customers and business partnersConsistently meet or exceed performance standards outlined in the Customer Service Department career path
Basic QualificationsHigh School Diploma or GED EquivalentMinimum of 1 year in Customer Service Role
Preferred QualificationsExcellent verbal and written communicationAbility to interact with customers in a professional manner while having an upbeat and friendly demeanorExcellent computer skills including experience with Microsoft Office productsAbility to work independently at a quick pace and with a high degree of accuracy