Contact Center Rep. II

Job Description

Marketing Statement

Philadelphia Insurance Companies, a member of the Tokio Marine Group, designs, markets and underwrites commercial property/casualty and professional liability insurance products for select industries.   We have been in operation since 1962 and are nationally recognized as a member of  Ward's Top 50 and rated A++ by A.M.Best.

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Duties

We are looking for a Contact Center Rep. II to join our team

Summary -

Provides first line of support and problem resolution for selected products and services.


A typical day will include the following:

Answers inbound customer service calls. Does advanced troubleshooting and redirects phone calls when appropriate.

Identifies issues and determines appropriate course of action for effective resolution.

Receives inbound calls from customers in need of assistance. Obtains initial information and begins processing.

Addresses minor coverage issues and resolves minor complaints. Ensures all customer communication is clearly documented.

Ensures adherence to staffing/scheduling model to ensure coverage for customers at all time.

Ensures adherence to set quality plan.

Ensures adherence to set performance goals.

Qualifications

Associates degree (A.A.) or equivalent from two-year college or technical school preferred            
One to three years related experience and/or training; or equivalent combination of education and experience.            
Knowledge of Microsoft Office or its equivalent preferred.            
Successfully complete INS 21 within 12 months and continue onto INS 23 and INS 22 to complete the INS series as well as any additional courses or seminars assigned as part of the performance review goals.            
            
 

Benefits

We offer a comprehensive benefit package, which includes tuition reimbursement and a generous 401K match. Our rich history of outstanding results and growth allow us to focus our business plan on continued growth, new products, people development and internal career opportunities. If you enjoy working in a fast paced work environment with growth potential please apply online.