This pivotal role demands sharp decision-making skills to address and resolve diverse customer inquiries, complaints, and requests related to billing, policies, and more. The position underscores the importance of public relations and effective revenue risk management. You'll navigate varied situations, adapting responses as needed, while also providing guidance to less experienced team members. Handling inbound assist calls and efficiently managing agency inquiries are key responsibilities, alongside collaborating with Area Coordinators to tackle customer issues and promptly reporting fraudulent activities to management.
Job Duties & Responsibilities:
- Receive and review customer documentation, ensuring authentication and addressing potential fraud concerns or account holds.
- Field inbound calls from customers regarding pending enrollments for Residential and Small Commercial services.
- Initiate outbound calls to apprise customers of any hold on their orders and guide them through the necessary steps to proceed with service activation.
- Identify coaching opportunities for Care/Sales agents to uphold company protocols and standards.
- Deliver accurate and timely reports to various departments, offering insights into agent performance critical for operational efficiency.
- Provide professional coaching to third-party vendors, aligning their practices with customer growth initiatives.
- Offer agent coaching and support that align with organizational goals for customer satisfaction and business growth.
- Propose process enhancements to training and management teams, fostering continuous improvement.
- Maintain a thorough understanding of compliance regulations and company policies to mitigate potential business risks.
- Demonstrate flexibility to meet attendance requirements, including potential overtime and storm duty.
- Undertake any other job-related tasks as assigned.
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