Call Center Specialist - Marathon TS

We are seeking a customer-focused, detail-oriented individual to join our Customer Support Team. This role requires strong computer proficiency, excellent interpersonal skills, and a commitment to delivering outstanding customer service via phone, email, and chat in a hybrid environment. The ideal candidate will possess exceptional verbal and written communication skills, be able to handle high-volume calls and assist customers with Federal regulatory requirements related to the NFIP. If you thrive in a fast-paced environment and are passionate about helping people, this opportunity is for you.

Key Responsibilities:

• Respond to inbound communications via phone, chat, or email from customers, providing accurate information regarding Federal regulatory requirements, specifically the NFIP rules and guidelines.
• Make outbound calls to customers for follow-up or next steps.
• Guide customers through the Flood Map and NFIP processes, ensuring they understand flood insurance risk ratings, policy options, and documentation requirements.
• Interpret Flood Insurance Rate Maps (FIRMs) and explain geographic flood risk information to customers.
• Manage a high volume of customer interactions, resolving customer's inquiries professionally and efficiently while maintaining quality service standards.
• Escalate complex issues to the appropriate departments when necessary.
• Maintain accurate and professional customer interaction records summarizing the interaction ensuring all customer information is up-to-date and recorded properly in the system.

Qualifications:
- 2+ years of working in a fast-paced call center environment or customer support role providing customer service over the phone.
- Familiarity with NFIP and experience with flood insurance or related industries is a plus.
- Excellent verbal communication skills, with the ability to explain technical or regulatory information clearly to a diverse audience.
- Strong data entry, computer skills, with attention to detail and accuracy.

Essential Traits:
- Ability to handle high call volumes while maintaining a friendly and professional demeanor.
- Strong problem-solving skills and the ability to de-escalate difficult calls.
- Team-oriented/team player mindset with the ability to collaborate effectively in a fast-paced call center setting.
- Excellent time management skills and the ability to prioritize tasks and meet service-level expectations with the ability to sit for lengthy periods of time. Punctual and regular attendance is critical to this role.
-Ability to rapidly learn and execute new skills and knowledge areas with a focus on mapping, engineering, and insurance
-A willingness to support a wide range of stakeholders on a wide range of topics, some of which may be emotionally charged.

Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status ").