Customer Service Representative -Pet Insurance- Durham, NC

NSM Insurance Group is looking for Customer Service Representatives for our Pet Insurance program in Durham, NC!

Customer Service Representative

Our Customer Service Representatives are individuals who are first and foremost courteous. Having a positive, pleasant attitude goes a long way in our line of work. They must be able to use their customer service skills to help policy holders and potential customers who come from diverse and varied backgrounds. They can handle different situations because they are knowledgeable, patient, and professional. We are seeking “well-rounded” individuals who are empathetic, pet-loving, adaptable, personable, team players. These individuals will be able to accept guidance and use the advice, as well as make suggestions as they witness areas of improvement, to provide a better customer service experience. A desire to provide exceptional customer service is the key element for this role.

Primary Responsibilities:

• Impact every customer interaction by exceeding expectations and ending with a positive conclusion.
• Handle a high volume of incoming calls promptly and effectively to minimize customer wait times per company standards while at the same time focusing on building rapport.
• Make outbound calls to current or prospective customers and answer email inquiries in a timely manner.
• Obtain a strong knowledge of the company offerings to better enable the selling of the products.
• Stay abreast of changes within the company and the pet insurance industry.
• Attain competitor knowledge to keep current with the pet insurance market.
• Additional duties as required by management.

Required Skills:

• A minimum of two years in a customer-facing role.
• Experience working in a call center environment is required, preferred experience in the pet industry.
• Demonstrated ability to communicate effectively with strong verbal, interpersonal, and phone communication skills and in writing.
• Property and Casualty Producer license is required, if not currently licensed, must be willing to obtain the licensing within one month of employment.
• Proficient in applications such as Microsoft Office, web browsers and call center software.
• Understand and exemplifies the meaning of superior customer service.
• Proven sales, overcoming objections and closing abilities.
• Ability to operate in a fast-pace, multi-tasking environment with deadlines
• Schedule adherence and being prompt to report to work is important to the call center efficiency.
• Have a basic knowledge of pet’s health and needs.
• Flexible schedule requirements, with the ability to work evenings and possibly weekends.
• Professionalism and empathy are vitally important to our brand.