Job Purpose

The Lead Customer Service Representative works under light supervision. The Lead Customer Service Representative answers incoming complex escalations, follows through for issue resolution, serves as a resource to others in the resolution of complex problems and issues, and can resolve the most complex issues and problems. The Lead Customer Service Representative suggests changes in procedures and assists in developing revised standards and methods and engages in advanced quality assurance activities. The Lead Customer Service Representative reports to the Claims Supervisor.

Primary Job Responsibilities:

Inbound contacts

· Answers incoming escalations by phone, and expertly handle complex customer escalations to resolution. Research contract information, previous case notes, contact service providers and/or internal Assurant departments for assistance if necessary and provide the details to resolution. Follow up is often necessary and required.

· Supports incoming requests from phone/chat queues, originating from other agents needing assistance. Provides agents with requested information, documenting the call and the outcomes. Research contract information, case history, service notes, and Compass process documentation to fully assist the agent. Educate the agent making contact to ensure the process is understood.

Outbound calls

· Follow up via outbound calls are completed when steps for resolution are too lengthy to be completed during the original call. Follow up is provided as often as necessary for issue resolution.

Offline Work

• Monitors team shared inboxes and manage responses in a timely manner.

• Offline work may be required to provide resolutions to a customer. This may include contacts originating from customers, servicers or dealers via fax, or email. Other offline work may include work placed by other employees in various email boxes or internal database queues.

Other

• Supports all agents in department on questions related to contracts, case history, documented notes, service notes and customers.

• Supports other departments with contact requests related to contracts, knowledgebase articles, customers, and research.

• Provide coaching to employees on process and quality.

• Attends meetings with other departments and provides feedback as requested.

• Provide feedback to the Claims Supervisor on trends or issues within the department.

• Process credit card payments when necessary.

• May assist in taking front Line customer calls in a rare situation in which achieving service level is in jeopardy.

• May assist with training

• Other miscellaneous tasks as requested by leadership.

Basic Qualifications Required

• High School Diploma or GED equivalent

• Must be able to communicate effectively in English and Spanish, both verbally and in writing

• 5+ years of related experience in Sr Customer Service Representative position or higher, or similar position outside the company

• Extensive knowledge of company products and services

• Advanced de-escalation skills

• Experience navigating multiple applications and documenting outcomes is required.

• Strong communication, listening, and problem-solving skills

• Ability to multitask using technology in a fast-paced environment

• Reliable high-speed internet (25 Mbps down / 6 Mbps up)

• Quiet, distraction-free home office setup

Other

• Excellent Customer Service Skills-Customer Obsessed

• A passion for helping others with a sense of urgency

• Advanced ability to de-escalate and remain empathetic

• Advocate for our customers while balancing the T’s and C’s of the plan

• Follows high level processes and possesses the ability to articulate the processes to others

• Ability to collect data, define the problem, establish facts, and draw conclusions

• Expert understanding of company products and services

• Expert understanding of client contract and operations

• Make high impact decisions with little to no direction

• Effectively manage a case load with timely and consistent updates

• Coordinate a solution with other departments/vendors

• Expert at navigating multiple applications simultaneously and document effectively

• Critical thinking and advanced problem-solving skills

• Ability to determine customer needs

• Flexibility and willingness to embrace change

• Excellent verbal and written communication skills

• Active listening skills

• Approachable and helpful to the floor agents

Shift Requirements:

• Full-time, 36 hours/week

• Shifts may vary and include weekends and holidays

• Must be available to work as late as 12am EST

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/