POSITION PURPOSE:

The Customer Service Rep I is the liaison between the company and our customers. The successful candidate will be able to handle high volume Inbound and Outbound calls in a Call Center environment. The Customer Service Rep I coordinates the scheduling of services as well as procurement of resources or special equipment required to deliver the services. The position effectively responds to inquiries and resolves complaints while maintaining excellent standards of customer service to ensure customer satisfaction. The Customer Service Rep I works in a fast-paced call center environment where individual and team goals for best in class customer service are measured and met.

BASIC SHIFT SCHEDULES:

Morning Shift: 7:30am to 2:00pm (approx)

Mid Shift: 11:00am to 5:30pm (approx)

Evening Shift: 2:30pm to 9:00pm (approx)

Must be available to work weekends (rotating weekend schedule)

Expect irregular/increased shift hours during catastrophic weather events

ESSENTIAL DUTIES:

Follow appropriate communication scripts when handling various calls

Receive and record accurate information from high volume inbound/outbound calls

Conduct high volume outbound calls to respond and follow up with customers

Communicate with customers by telephone and/or email to set, reschedule, or cancel appointments

Find resources or special equipment necessary to accommodate customer needs

Resolve customer complaints using effective problem solving skills

Participate as a key team player by supporting department functions and goals

Carry out other such duties that may be assigned or requested

QUALIFICATIONS & REQUIREMENTS:

1 to 3 years Call Center experience (Inbound & Outbound experience a plus!)

Strong customer service skills

Capable of processing high volume inbound/outbound calls

Good verbal communication skills

Friendly and professional telephone etiquette

Basic functional user of MS Excel and Outlook

Typing speed of 45 words per minute or better

Effective problem-solving skills

Attentive to detail

Able to multi-task and work in fast-paced environment

Goal achiever

Team player

Adaptable to change

BENEFITS:

Matching 401(k) plan, paid time off, holiday pay, on-site gym facility and personal trainer at no cost!

Location: Alpharetta, GA

Join the winning team at Hancock Claims Consultants!

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