Customer Care Assoc. I

Overview

The Customer Care Associate I (CCA, I) receives inbound calls from RealPage client’s residents requiring assistance with RealPage Insurance products. The CCA, I will quickly respond to the call, identify the needs of the client’s resident, accurately record all issues in our proprietary CRM and provide a high first-call resolution. The CCA, I provides excellent customer service by responding promptly to all inbound calls related to insurance policies and provides assistances with payments, billing issues, website troubleshooting and some claims & coverage inquiries.

Responsibilities

• Processes policyholder servicing transactions accurately and within a timely manner while following various regulatory and compliance rules from the Dept of Insurance as well as various external insurance carrier guidelines and internal policies and procedures. 
• Respond to inbound phone calls and assists renter’s insurance policy holders with servicing transactions, such as processing payments, answering billing inquiries, website navigation, and some claims & coverage inquiries.
• Understands aspects of internal billing system as it pertains to policy coverage. 
• Identifies and communicates transactions; evaluates and makes decisions regarding payment plans and alternative payment arrangements.
• Manges and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
• Utilizes online reference materials to provide confident, accurate, and efficient information.
• Develops and maintains product, procedural and technical systems knowledge.   
• Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and internet.
• Documents tasks and customer interactions as required.
• Other duties as assigned.

Qualifications

• Excellent customer service and verbal/written communication skills.
• Strong computer skills in PCs and Internet computing.
• Ability to type at least 30 words per minute and accurately capture detailed information.
• Previous insurance experience preferred but not required.
• Flexible with work hours to meet Contact Center hours of operation and workload needs as manager schedules (including availability to work overtime as required).
• Excellent problem-solving skills required.
• Exhibits professional demeanor, is accountable, accurate, customer friendly.
• Computer literate, working knowledge of Microsoft programs including Outlook, Excel, and Word, and proprietary company systems.
• Able to sit or stand for frequent periods in the same location with some opportunity to move about.
• Minimum of 1 to 2 years experience in a call center or customer service role highly desired.