Customer Service Specialist

A Customer Excellence Specialist II is responsible for providing a top-notch experience

for our internal and external customers via omni-channels of communication by

responding to customer questions and completing transactions regarding annuity

accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responds to internal / external customer calls, emails and other forms of

communications, resolving inquiries promptly, efficiently and professionally.

Communicates answers and solutions to customers verbally and/or in writing.

Researches questions and/or issues to identify causes and solutions and/or to

disseminate accurate information to customers.

Meets or exceeds department standards by adhering to schedule, providing

accurate information, using soft phone skill techniques, and following all other

performance metrics defined by Customer Excellence.

Available to answer calls, uses appropriate aux codes when unavailable to take calls

due to breaks, training, projects or lunch.

Assists other teams within operations depending on business needs.

Updates contracts promptly with notes so the most current information is readily

available to all company personnel.

Utilizes and navigates multiple computer systems, applications, and procedure tools

to access and identify information.

Initiates and takes ownership in creating solutions, answering questions and finding

information for internal and external customers.

Collaborates with teammates in creating solutions for different customer issues and

situations.

Actively collaborates with manager and team on ideas and ways to improve

efficiencies in department; collaborates and works with team promoting a positive

and professional work environment.

Regularly communicates status of pending work and promptly responds to manager

emails requiring a response.

Performs other duties as assigned.

Partners with Quality Control to ensure company reputation is upheld.

Identifies red flags for customer fraud and report.

Manages large amounts of inbound and outbound calls in a timely manner in a fast-paced

environment.

Manage large amounts of processing tasks in a timely manner in a fast-paced

environment.

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); plus a minimum of one (1)

year of related experience; or equivalent combination of education and experience.

Experience in a business environment.

Experience and understanding of insurance and related products preferred.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

LOMA designation (such as FSRI, ACS, or FMLI) is preferred

KNOWLEDGE, SKILLS AND ABILITIES:

Must possess computer skills, type 40+ wpm accurately and know how to operate a

computer, as well as computer programs and applications.

Strong customer service orientation with a pleasant demeanor.

Effective verbal and written communication skills including the ability to effectively

present information and respond to questions.

Ability to relay thoughts, opinions and ideas clearly.

Mathematical skills and strong attention to detail.

Ability to work cooperatively and successfully with employees, customers, and other

outside third parties.

Strong organizational and planning skills.

Proficient in the use of Microsoft Office Suite.

Ability to read and comprehend simple instructions, short correspondence and

memos.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

The ability to solve practical problems and deal with a variety of concrete variables in

situations where only limited standardization exists.

Ability to successfully handle pressure and meet deadlines in a fast-paced work

environment.

Effective time management skills.

Ability to actively listen to internal/external customers.

location: West Des Moines, Iowa
job type: Contract
salary: $18 - 22 per hour
work hours: 8am to 5pm
education: High School

responsibilities:
Responds to internal / external customer calls, emails and other forms of

communications, resolving inquiries promptly, efficiently and professionally.

Communicates answers and solutions to customers verbally and/or in writing.

Researches questions and/or issues to identify causes and solutions and/or to

disseminate accurate information to customers.

Meets or exceeds department standards by adhering to schedule, providing

accurate information, using soft phone skill techniques, and following all other

performance metrics defined by Customer Excellence.

Available to answer calls, uses appropriate aux codes when unavailable to take calls

due to breaks, training, projects or lunch.

Assists other teams within operations depending on business needs.

Updates contracts promptly with notes so the most current information is readily

available to all company personnel.

Utilizes and navigates multiple computer systems, applications, and procedure tools

to access and identify information.

Initiates and takes ownership in creating solutions, answering questions and finding

information for internal and external customers.

Collaborates with teammates in creating solutions for different customer issues and

situations.

Actively collaborates with manager and team on ideas and ways to improve

efficiencies in department; collaborates and works with team promoting a positive

and professional work environment.

Regularly communicates status of pending work and promptly responds to manager

emails requiring a response.

Performs other duties as assigned.

Partners with Quality Control to ensure company reputation is upheld.

Identifies red flags for customer fraud and report.

Manages large amounts of inbound and outbound calls in a timely manner in a fast-paced

environment.

Manage large amounts of processing tasks in a timely manner in a fast-paced

environment.

qualifications:
EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); plus a minimum of one (1)

year of related experience; or equivalent combination of education and experience.

Experience in a business environment.

Experience and understanding of insurance and related products preferred.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

LOMA designation (such as FSRI, ACS, or FMLI) is preferred

KNOWLEDGE, SKILLS AND ABILITIES:

Must possess computer skills, type 40+ wpm accurately and know how to operate a

computer, as well as computer programs and applications.

Strong customer service orientation with a pleasant demeanor.

Effective verbal and written communication skills including the ability to effectively

present information and respond to questions.

Ability to relay thoughts, opinions and ideas clearly.

Mathematical skills and strong attention to detail.

Ability to work cooperatively and successfully with employees, customers, and other

outside third parties.

Strong organizational and planning skills.

Proficient in the use of Microsoft Office Suite.

Ability to read and comprehend simple instructions, short correspondence and

memos.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

The ability to solve practical problems and deal with a variety of concrete variables in

situations where only limited standardization exists.

Ability to successfully handle pressure and meet deadlines in a fast-paced work

environment.

Effective time management skills.

Ability to actively listen to internal/external customers.

skills: EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); plus a minimum of one (1)

year of related experience; or equivalent combination of education and experience.

Experience in a business environment.

Experience and understanding of insurance and related products preferred.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

LOMA designation (such as FSRI, ACS, or FMLI) is preferred

KNOWLEDGE, SKILLS AND ABILITIES:

Must possess computer skills, type 40+ wpm accurately and know how to operate a

computer, as well as computer programs and applications.

Strong customer service orientation with a pleasant demeanor.

Effective verbal and written communication skills including the ability to effectively

present information and respond to questions.

Ability to relay thoughts, opinions and ideas clearly.

Mathematical skills and strong attention to detail.

Ability to work cooperatively and successfully with employees, customers, and other

outside third parties.

Strong organizational and planning skills.

Proficient in the use of Microsoft Office Suite.

Ability to read and comprehend simple instructions, short correspondence and

memos.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

The ability to solve practical problems and deal with a variety of concrete variables in

situations where only limited standardization exists.

Ability to successfully handle pressure and meet deadlines in a fast-paced work

environment.

Effective time management skills.

Ability to actively listen to internal/external customers.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact ....

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.