A Customer Service Representative is responsible for handling an array of duties. Some of these tasks including interacting with customers over the phone and/or via email. Throughout all of these interactions Customer Service Representatives must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company’s bottom line in either a positive or negative way, so a great Customer Service Representative must add value to the organization.

ESSENTIAL JOB FUNCTIONS AND DUTIES:

• Effectively manage large amount of incoming inquiries via phone, email, and letter. Performs other duties as assigned.
• Identify and assess customers’ needs to achieve satisfaction.
• Process policy changes, payments or other policy related matters.
• Build sustainable relationships of trust through open and interactive communication. Respond promptly to customer inquiries.
• Provide accurate, valid and complete information by using the right method/tools.
• Handle complaints, provide appropriate solutions and alternatives within specified time limits and follow up to ensure resolution.
• Follow procedures, guidelines and policies.
• Obtain and evaluate all relevant information to handle and service inquiries.
• Assist customers in filling and filing of policy documents and contact them whenever any error is discovered, or when documents need to be corrected.

EDUCATION AND EXPERIENCE:

• Bachelor’s Degree  (Preferred) – Type at least 25 words per minute
• One (1) year working in a call center  (Preferred)

KNOWLEDGE, SKILLS AND ABILITIES:

• At least 1 – 3 years’ of relevant work experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, take initiative, problem solve and prioritize work
• Strong computer skills including Microsoft office (Excel, Word)
• Appropriate home office workspace with internet access

WORKING CONDITIONS:

• Work from Home Position with possible onsite training & meetings
• Monday –Thursday 8:30am to 5:00pm & Friday 8:30 am to 12:30 pm

SALARY:

$25,480 – $32,760

TO APPLY:

Send resume to: HR@ncmutuallife.com – Amaris Duran – 919 313-7867

Human Resources
North Carolina Mutual Life Insurance Company
411 West Chapel Hill Street
Durham, North Carolina 27701