Customer Service Representative - Remote within Arizona - AAA : Job Details

Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner

Deliver an exceptional and consistent customer experience in a fast-paced contact center environment

Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder

Identify opportunities for upselling and cross-selling of various products and coverages

Complete all transactions in accordance with company policy and PCI compliance

Deliver superior results by achieving individual and departmental goals and objectives

Using Wawanesa information systems, record and document customer interactions, details of inquiries, complaints and actions taken

Retain policyholders through efficient and effective problem resolution and customer service skills

Resolve escalated customer contacts through polite and professional communication

Partner and communicate with other departments to maintain a quality customer experience

High School diploma or equivalent required, College degree preferred

Strong computer, phone, typing, grammar and multitasking skills

Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work

Strong active listening skills

Ability to interpret and comply with company guidelines and procedures

Must maintain high standards of confidentiality by maintaining sensitive information

Ability to adapt to change and perform effectively in a fast-paced environment

Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays

Ability to identify an issue, determine resolution, and complete action as required

Foster teamwork, positive morale, and open communication

Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)

In order to work the Spanish-speaking queue, fluency in Spanish is required

Previous insurance and or call center experience preferred

Monday - Friday, 8:30am - 5:00pm Pacific time

Monday - Friday, 7:30am 7:45pm Pacific time

Saturday, 8:00am to 4:30pm Pacific time

The pay range for this position is $19.06 - $25.79 per hour, depending on experience

This position is considered non-exempt for purposes of wage-hour law, which means you are eligible for overtime pay for hours worked in excess of 40 hours in a workweek

Health coverage for medical, dental, vision

401(K), Roth 401 (k) saving plan with company match

Remote work opportunities

Tuition assistance

Employee appreciation and recognition

Wawanesa Insurance is a direct-to-consumer insurance company that provides auto and property insurance products in California and Oregon. We are committed to being there for our members when they need us most and supporting our communities. We've been serving our members since 1975 and have been recognized for our award-winning customer service

We are proud to be an affiliate of the Auto Club of Southern California (AAA), Wawanesa and AAA have shared values of service to our members, competitive pricing, and supporting our communities. We have an abundance of opportunities to learn, grow, and advance throughout our thriving organization

We are proud to offer employees the flexibility to work from home (remote). You may work in any state where Wawanesa currently operates in the U.S. or a state the company has the ability to run payroll. Please check with the Recruiter to determine if your remote work location is allowed

Wawanesa Insurance is an Equal Opportunity Employer. Wawanesa Insurance will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance