Customer Service

Company: Nationwide
Location: Natalia
Posted on: May 5, 2021

Job Description:

If you're passionate about helping people protect what matters most to them, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide's Property and Casualty team could be the place for you!

On July 12, 2021 begin your career with Nationwide, a Fortune Top 25 Best Companies to Work For!
Salary: Starting salary of $36,000 ($17.86/hr) plus depending on background/experience and location; additional 10 - 15% shift differential on qualifying roles
Benefits: We offer a competitive benefits package which includes: Paid time off 401(k) with company match of 50% on the first 8% you contribute Company-paid retirement (pension) plan Comprehensive medical, dental and vision benefits Educational assistance Exclusive insurance discounts
Training: Our award-winning 12-week training program schedule will be Monday-Friday, 8:00 AM - 4:30 PM CST, followed by a regular work schedule based on business need. Your first 12 weeks of training will be conducted virtual/work from home. Technology requirements for work from home: 30 mbps download/3 mbps uploadAcceptable internet service provider technologies- broadband cable, fiberWired connection between work equipment and home internet equipmentTwo open Ethernet ports for call center associates using Cloud Phone
Permanent Schedule: after training, schedule options may include the following: 5x8 Option 1: Mondays, Tuesdays, Wednesdays, Fridays, and Saturdays 12:30 PM - 9 PM (CST or EST)5x8 Option 2: Mondays, Tuesdays, Wednesdays, Thursdays 11:30 AM - 8:00 PM; and Saturdays 8:00 AM - 4:30 PM (CST or EST)4x10 Option 1: Mondays, Thursdays, and Fridays 10:30 AM - 9:00 PM; and Saturdays 10:45 AM - 9:00 PM (CST or EST)4x10 Option 2: Mondays, Tuesdays, Fridays 9:30 AM - 8:00 PM; and Saturdays 8:15 AM - 6:30 PM (CST or EST)



Job Description Summary Do you thrive in a work environment where you can deliver exceptional customer service? If you are a good listener, skilled communicator and can gather and manage information needed to assist with resolving insurance policy questions then we want to hear from you!

As an Insurance Services Rep, you'll provide an effortless customer experience through phone interaction in addition to e-mail, chat and text regarding personal lines insurance policies from customers, agents, third parties and business partners while contributing to individual and team performance expectations. We'll count on you to provide first time final resolution and proactive solutions.
Job Description Key Responsibilities: Owns the customer experience by answering foundational/moderate inbound phone calls, emails, or other contacts inquiring about insurance products and policies. Works and makes decisions with leader/subject matter expert oversight. Applies personal lines insurance knowledge to assist customers with foundational/moderate billing, credit and premium changes. Provides a complete and accurate solution to the customers' questions so they don't have to call back. Diagnoses issues and uses findings to minimize transfers, issues, and call backs by using all available resources and systems to make policy changes, answer policy and billing questions, take payments and provide requested documentation. Offers customer interactions consistent with company policies. Uses customer's information to promptly resolve issues and identify the right solutions in the first-time final interaction. Completes customer interaction follow-up work to process all requested updates efficiently and effectively. Navigates multiple computer systems while maintaining an engaging customer interaction. Participates in and passes required comprehension and competency testing in technical and customer service skills training to learn current and best practices. May perform other responsibilities as assigned.
Reporting Relationships: Reports to Personal Lines Customer Service Supervisor. Reports not typically assigned.
Typical Skills and Experiences:
Education: High school or comparable diploma; some undergraduate studies preferred.
Experience: One year of work-related customer service experience; high preference for experience in the insurance or financial industry.
Knowledge, Abilities and Skills: Basic knowledge of general business practices and terminology. Prefer familiarity with insurance or customer service concepts. Skills needed for the role will be provided during training and onboarding. Issue diagnosis, issue resolution, compliance focus, active listening, and customer advocacy. Time management, schedule dependability, basic math skills and ability to interact in a co-hort learning environment is crucial. Customer service mentality. Able to own the experience, advocate and be customer centric.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager's leader and HR Business Partner.
Values: Regularly and consistently demonstrates the Nationwide Values.
Job Conditions:
Overtime Eligibility: Nonexempt (Eligible)
Working Conditions: Call center environment; may include 24/7/365 hours of operations. Role requires thorough training and onboarding that may differ from hired hours. Extended periods of sitting/using personal computer and phone. Non-standard hours may be required based on customer demand resulting in phone or other contact volumes. Flexible work options may be available after successful performance is acquired.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties. Location: Natalia, TX - 78059

Keywords: Nationwide, San Antonio , Customer Service, Hospitality & Tourism , Natalia, Texas