Job Description:

As often the first point of contact for customers, the Loyalty Services Representative addresses concerns, inquiries and activities. This role focuses on retention and promoting the value of the company's products and services, creating a positive customer experience through professionalism, friendliness and product knowledge.

Responsibilities: • Support policyholders with insurance product information. • Assist customers via inbound and outbound calls, including those wishing to cancel their insurance coverage, reviewing products, benefits and resolving service or claims issues. • Match products with client needs. • Help collect current and past-due premiums. • Provide detailed information about policies statuses. • Assist with basic technical troubleshooting for website or app-related issues. • Consistently meet or exceed departmental standards including quality, average handle time, auxiliary time, after-call work and other KPIs. • Exhibit and practice the organization's common purposes and shared traits, supporting process improvements and providing feedback to leadership. • Perform other duties as assigned. • Work various shifts within 8:30 a.m. to 7:00 p.m. EDT timeframe, Monday through Friday. Hybrid work schedule (3 days in office, 2 days remote). • Uphold the values of personal connection, empathy, problem-solving and ownership. • Take an organized and logical approach to solving problems, breaking down complex issues into manageable parts and identifying root causes. • Demonstrate a desire and capacity to expand expertise, develop new skills and grow professionally. • Go above and beyond the job requirements, meeting objectives on time with minimal supervision. • Adapt to changing circumstances, prioritize competing demands and navigate uncertainty. • Execute plans effectively, drive for results and takes accountability for outcomes. • Uphold and model company values, acting ethically and maintaining professional integrity while collaborating across teams.

Requirements: • Previous experience working as a customer service representative • Friendly and professional demeanor • Excellent communication and interpersonal skills • Critical thinking and problem-solving skills • Basic computer skills and knowledge of database software • Attention to detail, organizational skills and time management skills • Ability to work a flexible schedule to meet business needs • Ability to remain calm under pressure • Ability to explain detailed policy concepts in a simple terms • Bilingual (English/Spanish) skills • 1-2 years experience of customer service • 1-2 years contact center experience • Previous experience with retention efforts to retain customers (preferred) • Previous phone sales experience is a plus • High school diploma required; bachelor's degree (preferred)

Contact:

Rebecca Sami

+1 (312) 884-0419

rsami@jacobsononline.com

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