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Job Title: Telephone Operator
Category:  Information Technology (2854)
Position Summary:
Responsible for assisting internal and external personnel via phone, on-line, and through written requests. Responsible for achieving individual goals for quality and quantity, which in turn, help others in the department achieve their goals of quality and quantity. High-volume, fast-paced, heavy workload consisting of handling and escalating incoming calls related to insurance claims. Must demonstrate excellent customer service and strong computer multitasking skills.
  • Respond to the service needs of end-customers, affiliated partners in other offices and / or out in the field, and internal employees, maintaining ownership of the call / ticket until completed
  • Ability to work in a fast paced environment; and manage changing priorities effectively.
  • Act as primary service contact for customers and affiliated customer
  • Process policy level transactions within level of authority
  • Conduct research when needed to complete service requests
  • Prepare service reports when requested
  • Communicate with co-workers, management, clients, vendors, and others in a courteous and professional manner
  • Identify, recommend, and implement customer conservation approaches to enhance policy retention
  • Protect the organization's value by keeping information confidential.
  • Maintain compliance with internal and industry Best Practices.
  • Proficiency with Microsoft Office products. 45+ wpm
  • Excellent computer skills: experience with dual monitors, completing tasks that require using multiple (3-4+) software programs simultaneously, & using relevant Internet research tools
  • Sophisticated communication skills; able to exercise high-level professionalism when interacting with both external and internal personnel
  • Able to multitask and maintain focus at a work-station with minimal downtime
  • Must be available for 8hr shifts between the hours of 8:00am - 8:00pm, Monday - Friday
  • Must be willing to work overtime to support workload surges during designated catastrophe events happening nationwide (hurricane / tornado / flood / earthquake / volcano, etc.)
Location  Clearwater , FL
Minimum Experience (yrs):  1-2
Required Education:  Not Specified

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