Job Details

Customer Service Representative - Remote Within Nevada

Working under general supervision, the Customer Service Representative I supports Wawanesa's dedication to delivering an exceptional and consistent customer experience by providing information and resolutions for our existing policy holders.

Job Duties

• Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner
• Deliver an exceptional and consistent customer experience in a fast-paced contact center environment
• Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder
• Identify opportunities for upselling and cross-selling of various products and coverages
• Complete all transactions in accordance with company policy and PCI compliance
• Deliver superior results by achieving individual and departmental goals and objectives
• Using Wawanesa information systems, record and document customer interactions, details of inquiries, complaints and actions taken
• Retain policyholders through efficient and effective problem resolution and customer service skills
• Resolve escalated customer contacts through polite and professional communication
• Partner and communicate with other departments to maintain a quality customer experience

Qualifications

• High School diploma or equivalent required, College degree preferred
• Strong computer, phone, typing, grammar and multitasking skills
• Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work
• Strong active listening skills
• Ability to interpret and comply with company guidelines and procedures
• Must maintain high standards of confidentiality by maintaining sensitive information
• Ability to adapt to change and perform effectively in a fast-paced environment
• Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays
• Ability to identify an issue, determine resolution, and complete action as required
• Foster teamwork, positive morale, and open communication
• Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)
• In order to work the Spanish-speaking queue, fluency in Spanish is required
• Previous insurance and or call center experience preferred

Schedule Training Schedule

• Monday - Friday, 8:30am - 5:00pm Pacific time

Regular Schedule (Will be assigned after completion of training and is based upon business need)

• Monday - Friday, 7:30am 7:45pm Pacific time

• Saturday, 8:00am to 4:30pm Pacific time

Compensation: Depends on experience and varies by location.

Nevada Compensation:

• The pay range for this position is $20.01 - $27.07 per hour, depending on experience.

• This position is considered non-exempt for purposes of wage-hour law, which means you are eligible for overtime pay for hours worked in excess of 40 hours in a workweek.

Remarkable Benefits:

• Health coverage for medical, dental, vision
• 401(K), Roth 401 (k) saving plan with company match
• Remote work opportunities
• Tuition assistance
• Employee appreciation and recognition

Wawanesa Insurance is a direct-to-consumer insurance company that provides auto and property insurance products in California and Oregon. We are committed to being there for our members when they need us most and supporting our communities. We've been serving our members since 1975 and have been recognized for our award-winning customer service.

We are proud to be an affiliate of the Auto Club of Southern California (AAA), Wawanesa and AAA have shared values of service to our members, competitive pricing, and supporting our communities. We have an abundance of opportunities to learn, grow, and advance throughout our thriving organization.

We are proud to offer employees the flexibility to work from home (remote). You may work in any state where Wawanesa currently operates in the U.S. or a state the company has the ability to run payroll. Please check with the Recruiter to determine if your remote work location is allowed.

Wawanesa Insurance is an Equal Opportunity Employer. Wawanesa Insurance will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.