Customer Service Representative
HybridPembroke Pines, Florida, United States
Job Summary
Answer inbound calls and automated callbacks, assisting clients with coverage questions, policy modifications, cancellations, claim filing, and status requests. Make outgoing calls to follow up on customer requests and provide information on travel protection plans to agents or passengers. Set up new claims, document all interactions with passengers, and manage the personal email inbox for company and departmental updates. Attend weekly team meetings to stay abreast of product information, procedural changes, and department updates while completing mandatory training within deadlines. Follow proper procedures as detailed in performance guidelines and represent the mission statement, values, and standards of Generali. This hybrid role is based out of the Pembroke Pines office, requiring onsite presence 2-3 days a week after a 90-day on-site training period. The department operates 7 days a week with varying shifts and occasional overtime as needed.
Required Qualifications
- High School Diploma or Equivalent (GED)
- Excellent verbal and written communication skills
- Insurance benefits administration (Travel/Health insurance)
- Proficiency in Microsoft office Suite; ability to conduct internet research
- Prior customer service experience
- Good communication skills, both verbal and written; fluent English required
- Excellent customer service skills
- Excellent critical thinking and decision-making skills
- Active listening skills to understand customer needs and concerns
- Positive attitude and willingness to go above and beyond to ensure customer satisfaction
- Hybrid role based out of our Pembroke Pines office
- Working onsite 2-3 days a week
- Working from home 2-3 days a week after the successful completion of a 90-day on-site training period
- 7 day per week operation
- Shifts/hours may vary
- Occasional overtime may be required according to business need
Desired Qualifications
- Prior experience working in a call center environment is a plus
- Experience in an insurance office setting helpful
- Experience in handling high volume of interactions including call and email volumes
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