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Customer Connections Representative
Customer Connections RepresentativeSecurity Financial Services • Lincoln, NE, United States
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Customer Connections Representative

Customer Connections Representative

Security Financial Services • Lincoln, NE, United States
30+ days ago
Job type
  • Full-time
Job description
Job Title

Assurity is looking for enthusiastic, driven, and collaborative people to join our team. We're a company of vibrant and passionate people who work every day to advance our mission of helping people through difficult times and who truly want to make a difference. As a Certified B Corporation, we have a verified commitment to our people, community, and planet, and we work every day to make the world a better place. Ample opportunities for growth, a thriving culture and coworkers who care as much as you do are just the beginning. Come work with purpose.

Essential Functions

50% Provides a high level of personalized service to achieve and exceed standards including building and maintaining sustainable relationships with our customers, which includes:

  • Being available and engaged during assigned work hours to ensure the highest level of customer satisfaction;
  • Meeting and exceeding established qualitative standards;
  • Identifying customers' needs, clarifying information, researching every issue and provide solutions, status and/or alternatives;
  • Working with difficult customers to resolve issues; and
  • Maintaining a high level of engagement, positive attitude, and professional appearance always.
Manages Inquiries

40% Manages large volumes of telephone, e-mail and fax inquiries and requests from customers, which includes:

  • Meeting and exceeding established individual and department quantitative standards;
  • Providing comprehensive records on all interactions as information is received;
  • Taking advantage of upselling opportunities whenever they arise; and
  • Understanding policy coverages and having a strong knowledge of company products, processes, and procedures.
Other Responsibilities

10% Performs other responsibilities as assigned, which includes:

  • Assisting as needed within the customer connections department;
  • Assisting with process improvement planning and implementation;
  • Assisting with and participating in team functions and events for the customer connections department; and
  • Assisting in special projects and other related duties as requested and serving as a member of various committees and implementation teams.

The list of essential functions is not exhaustive and may be substituted as necessary.

Experience and Skill Requirements
  • Four to six years of customer support experience.
  • Consistent and reliable attendance is an essential function to this position.
  • Strong verbal and written communication skills.
  • Strong listening skills.
  • Familiarity with ACD telephone systems and practices preferred.
  • Customer focus and adaptability to different personality types.
  • Ability to set and manipulate priorities and manage time effectively.
  • Word processing and spreadsheet software proficiency required.
  • Talent required in values, work intensity, achiever, positivity, resourcefulness, command, persuasion, relationship-extension, and exactness.
Education and Certification Requirements

Associate degree in business or related field or equivalent.

Physical and Work Schedule Requirements
  • May require work in excess of 40 hours a week in order to complete functions of position.
  • Ability to maintain acceptable attendance according to the company attendance policy and following daily work schedule for appropriate coverage.
  • Ability to work at a computer up to eight hours a day.

Sign-on bonus guaranteed and training bonus program in place.

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Customer Connections Representative • Lincoln, NE, United States

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