Customer Service Representative II

As a customer service representative, this role is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of the National Flood Insurance Program (NFIP) as well as communicating effectively with team members and management within the company.

Roles and Responsibilities

• Manages high volume inbound calls from external and internal customers
• Resolves customer support related issues and providing customer with proper solutions, via provided resources
• Maintains records of customer interactions via log note or general question submission form
• Follows approved Customer Service procedures, guidelines and policies
• Responds to telephone inquiries and requests from policyholders, agents, lenders, government personnel, and the general public.
• Has extensive knowledge of the NFIP Services application, Federal Emergency Management Agency (FEMA) / National Flood Insurance Program (NFIP) website and Google Apps
• Maintains acceptable productivity levels during times of high call volume
• Achieves above average Quality Assurance results
• Other duties as assigned

Qualifications and Education Requirements

• High School Diploma or GED Required
• Type 35-40 wpm
• Ability to work rotating shifts to cover 8am to 8pm Monday through Friday
• Must be able to work extended hours through peak times
• Must have the ability to effectively, and professionally, interact with insurance agents, policyholders and the general public.
• Must be detailed oriented and have excellent verbal, written, organizational and customer service skills
• Must have a clear and concise speaking voice
• Intermediate knowledge of Microsoft Office programs such as Word, Excel, Outlook and/or PowerPoint

Preferred Skills

• Bi-lingual; preferably Spanish
• Two years, or more, of Customer Service experience
• Two years, or more, of firm NFIP Knowledge
• Three years, or more, of experience working in an insurance servicing Call Center environment

Environment

• Must have the ability to work remotely as well as onsite.

Lionel Henderson, Inc. is an Equal Opportunity & Affirmative Action Employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. EOE/Minorities/Females/Vet/Disabled.