Job description

This position is Monday - Wednesday in Office. Thursday & Friday are work from home days with acceptable performance.

We are seeking candidates that work well in a team, have a strong communication skills who can be patient and provide detailed instructions in a concise and friendly demeanor. You will be the main points of contact for Customers on our Live chat application and will be managing multiple customers simultaneously. You will use your daily interactions to shape the customer experience by finding the potential points of improvement in our systems and processes and to share them with the team, keeping customer satisfaction at the core of every decision and behavior. Additional communications via phone, Instant Message and email may be required daily.

• Manage large amounts of inbound contacts using a live chat service
• Provide administrative support for the customer service team’s use of the live chat platform
• Assist with customer service incoming inquiries
• Evaluate customer interactions and elevate issues to managers when appropriate
• Follow communications “scripts” when handling different Bluefire Customer Service topics
• Research required information using available resources
• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
• Follow up with customers in a timely manner as needed for problem resolution
• Maintain confidence and protect operations by keeping information confidential
• May assist with overflow work and other duties as needed
• Quality Assurance must meet or exceed standards 95% of higher
• New business policy review and agency follow up
• Proactively pursue departmental goals and objectives
• Expert working knowledge of all products, guidelines and raters
• Express a professional positive attitude towards customers and co workers at all times
• Assist with customer service phone inquiries
• Document all information.(Ex: Notes)
• Process and handle special projects in a timely manner as instructed by supervisor or manager

The Perfect Match:

• Previous experience in a call center or high contact customer service position required.
• Previous experience using a live chat platform preferred.
• Excellent customer service in person, on the phone, and via written communication
• Strong communication skills along with active listening and problem solving
• Knowledge of generally accepted office practices and procedures
• Experience in organizing and maintaining accounts and files
• Ability to follow general instructions and understand directions for completing assigned projects
• Computer experience, particularly with word processing and excel spreadsheets preferred
• Upbeat positive attitude and professional demeanor
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Polite, reliable, adaptability, and accountability
• Strong time management and decision making skills
• Bilingual Preferred

Job Type: Full-time

Pay: $15.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location

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