Contact Center Representative I - Hybrid - Preferred Mutual Insurance Company

Must reside in close proximity, within 1 to 1.5 hours of New Berlin, NY because of on-site responsibilities.

Hybrid Role: this position requires onsite training at our New Berlin, NY Office for approximately the first 3 months of employment. Then occasional on-site responsibilities after training is complete.

Schedule: Monday through Friday. Hours rotate on a weekly basis between the two following shifts:

• Week 1: 7:45 - 4:15pm
• Week 2: 8:30am - 5pm

Contact Center Representative I will take approximately 60 phone calls a day.

At Preferred, we understand the importance of holistic health. To meet the diverse needs of our employees, we offer a comprehensive set of benefits:

Financial

• Short-term disability, long-term disability, and life insurance coverage are provided at no cost
• Optional benefits include enhanced life insurance and critical illness plans
• 401k plan with an employer contribution that you will receive regardless of your own contribution to the plan
• Pension Plan
• Certain positions may also be eligible for short-term incentive plans.

Social

• Generous paid time off, offering of 25 days at hire (prorated based on start date for the first year)
• 7 days of paid sick leave
• 10 paid company holidays
• Personalized paid time off after 3 years!

Emotional

• Access to Modern Health, a provider of accessible, personalized mental health care

Physical

• Medical, dental, and vision coverage options begin on the first day of employment
• Flex Spending Accounts and Health Savings Accounts (with employer contribution) are available based on the medical plan you choose

YOUR PURPOSE AND FUNCTION IN OUR COMPANY:

The Business Services Contact Center Representative will work to provide an exceptional experience to our valued internal and external customers by processing transactions and delivering services for high-touch and high-volume transactions and interactions of lower to medium complexity within the Business Services Unit (BSU), specifically the Call Center.

The Business Services Contact Center Representative will:

• Learn all aspects and answer calls in all queues in the Contact Center
• Billing Calls will be learned first, with expected proficiency within 30 days of starting the role.
• Agent Calls will be learned next, with expected proficiency within 90 days of starting the role.
• All other queues will have an expected proficiency within 180 days starting the role.
• Follow established SOP's and provide continuous improvement feedback to SOP's.
• Meet individual goals within defined KPI's and SLA's.
• Escalate issues and non-routine transactions to supervisor as appropriate.
• Efficiently and effectively converse with customers, agents, and other callers to ensure their concerns and questions are heard and all issues are resolved to the best of our ability. Ability to transition from one call queue to the next as call volumes require.

KEY CAPABILITIES FOR SUCCESS:

• A positive, customer-first attitude.
• Attention to detail.
• Team focus, able to work collaboratively as a member of a team.
• Excellent listening skills.
• Excellent verbal and written communication skills, able to communicate in English effectively.
• Maintain a consistent quality and quantity of work at established standards.
• Maintain confidentiality.
• Ability to learn various technology platforms and navigate them simultaneously.

QUALIFICATIONS:

• High School Diploma required.
• 2+ years' work experience required, with call center experience strongly preferred.
• Experience with various technology platforms utilized by Preferred Mutual including but not limited to Microsoft Windows, Microsoft Office Suite, etc.) desired.

ABOUT US: As a mutual company, we are independent by nature, so we think about insurance solutions a little differently. Through listening, problem solving, examining your challenges and collaborating on the right solutions for you, Preferred Mutual independent agents provide flexible solutions and adapt to your evolving needs. We do the same for our employees. We are process and domain experts, focused on the solutions that deliver results for our clients and our company. We offer a great work environment, professional development, challenging careers, and competitive compensation. With Preferred, there are no surprises. You can count on us to deliver on our promises and be there when you need us, as your insurance provider and your employer. Preferred Mutual is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

DISCLAIMER: This role (job) description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between Preferred Mutual Insurance Company and its employees.

The base pay range for this position is $17.00 to $22.00 paid on an hourly basis. The rate offered to any candidate will be reflective of the candidate’s experience and any relevant education, certification, or qualifications related to their ability to perform the responsibilities of this position as permitted by law.