### **Job Purpose** ### **The Lead Customer Service Representative works under light supervision. The Lead Customer Service Representative answers incoming complex escalations, follows through for issue resolution, serves as a resource to others in the resolution of complex problems and issues, and can resolve the most complex issues and problems. The Lead Customer Service Representative suggests changes in procedures and assists in developing revised standards and methods and engages in advanced quality assurance activities. The Lead Customer Service Representative reports to the Claims Supervisor.** ### **Primary Job Responsibilities:** ### **Inbound contacts** * **Answers incoming escalations by phone, and expertly handle complex customer escalations to resolution. Research contract information, previous case notes, contact service providers and/or internal Assurant departments for assistance if necessary and provide the details to resolution. Follow up is often necessary and required.** * **Supports incoming requests from phone/chat queues, originating from other agents needing assistance. Provides agents with requested information, documenting the call and the outcomes. Research contract information, case history, service notes, and Compass process documentation to fully assist the agent. Educate the agent making contact to ensure the process is understood.** ### **Outbound calls** * **Follow up via outbound calls are completed when steps for resolution are too lengthy to be completed during the original call. Follow up is provided as often as necessary for issue resolution.** ### **Offline Work** * ### **Monitors team shared inboxes and manage responses in a timely manner.** * ### **Offline work may be required to provide resolutions to a customer. This may include contacts originating from customers, servicers or dealers via fax, or email. Other offline work may include work placed by other employees in various email boxes or internal database queues.** ### **Other** * ### **Supports all agents in department on questions related to contracts, case history, documented notes, service notes and customers.** * ### **Supports other departments with contact requests related to contracts, knowledgebase articles, customers, and research.** * ### **Provide coaching to employees on process and quality.** * ### **Attends meetings with other departments and provides feedback as requested.** * ### **Provide feedback to the Claims Supervisor on trends or issues within the department.** * ### **Process credit card payments when necessary.** * ### **May assist in taking front Line customer calls in a rare situation in which achieving service level is in jeopardy.** * ### **May assist with training** * ### **Other miscellaneous tasks as requested by leadership.** ### **Basic Qualifications Required** * ### **High School Diploma or GED equivalent** * ### **Must be able to communicate effectively in English and Spanish, both verbally and in writing** * ### **5\+ years of related experience in Sr Customer Service Representative position or higher, or similar position outside the company** * ### **Extensive knowledge of company products and services** * ### **Advanced de\-escalation skills** * ### **Experience navigating multiple applications and documenting outcomes is required.** * ### **Strong communication, listening, and problem\-solving skills** * ### **Ability to multitask using technology in a fast\-paced environment** * ### **Reliable high\-speed internet (25 Mbps down / 6 Mbps up)** * ### **Quiet, distraction\-free home office setup** ### **Other** * ### **Excellent Customer Service Skills\-Customer Obsessed** * ### **A passion for helping others with a sense of urgency** * ### **Advanced ability to de\-escalate and remain empathetic** * ### **Advocate for our customers while balancing the T’s and C’s of the plan** * ### **Follows high level processes and possesses the ability to articulate the processes to others** * ### **Ability to collect data, define the problem, establish facts, and draw conclusions** * ### **Expert understanding of company products and services** * ### **Expert understanding of client contract and operations** * ### **Make high impact decisions with little to no direction** * ### **Effectively manage a case load with timely and consistent updates** * ### **Coordinate a solution with other departments/vendors** * ### **Expert at navigating multiple applications simultaneously and document effectively** * ### **Critical thinking and advanced problem\-solving skills** * ### **Ability to determine customer needs** * ### **Flexibility and willingness to embrace change** * ### **Excellent verbal and written communication skills** * ### **Active listening skills** * ### **Approachable and helpful to the floor agents** ### **Shift Requirements:** * ### **Full\-time, 36 hours/week** * ### **Shifts may vary and include weekends and holidays** * ### **Must be available to work as late as 12am EST** *At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.* For further information about Assurant, please visit our website: https://www.assurant.com/ Any posted application deadline that is blank on a United States role is a pipeline requisition, and we'll continue to collect applications on an ongoing basis. Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position. **Helping People Thrive in a Connected World** Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com. For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter. **What’s the culture like at Assurant?** Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way. **Company Overview** Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender\-placed insurance products, and other specialty products. **Equal Opportunity Statement** Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions. **Job Scam Alert** Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.