Job Title

Department Overview: The customer service team comprises approximately 450 licensed advisors, each with an average tenure of 1824 months. Advisors are organized into teams of about 15 full-time equivalents (FTEs), led by approximately 30 leaders who report to three directors. Work arrangements are typically hybrid, with most team members onsite once a week; some are full-time onsite, and a few are fully remote. Employee engagement is high, with monthly activities planned to foster a culture of community and partnership.Daily Responsibilities: In this role, you will:Answer calls that do not require a licensed representative.Provide customer service and resolve a limited number of issues (approximately five types of customer needs, such as password resets).Refer complex inquiries to licensed agents as necessary.Essential Software Knowledge: Proficiency in the following programs is required:Microsoft Office Suite (Outlook, Edge, Excel, Word)Webex TeamsGuidewire (proprietary cloud-based application for servicing clients)SalesforceProcedureFlow (cloud-based knowledge management application)Required Skills and Qualifications:Customer service orientationStrong problem-solving abilitiesEffective time management and organizational skillsPreferred Skills and Experience:Experience in a call center environmentTech-savvy with the ability to learn new systems quicklySoft Skills:Active listeningEmpathyPatienceStrong communication skillsAttention to detailAbility to multitask