Customer Service Representative

Sentry is one of the largest mutual insurance companies in the U.S., focusing on providing exceptional customer service. The Customer Service Representative will be the first point of contact for customers, ensuring quality service and building customer relationships through effective communication and problem resolution.

Responsibilities

• Ensures a quality customer experience for our insureds and customers by reducing friction points and ensuring an effortless process
• Listens to and assesses customer needs to take appropriate action to fulfill their requests
• As a key point of contact for customers, builds positive relationships and creates customer confidence, loyalty and retention by resolving requests using knowledge, empathy and sound judgment
• Provides timely customer service meeting or exceeding specified service standards
• Receives a high volume of telephone calls for assigned line of business and provides upfront assistance to our insureds and customers in need of service
• These needs may include locating, providing or obtaining information or documentation, instructions on how to proceed with a claim, answering questions, routing or transferring calls as appropriate, entering data to begin a claim, etc
• Navigates multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations in support of insureds and customers
• Records and files provided information from each call and/or electronic request in the appropriate system application
• This may include loss information, received documentation, payment processing, policy changes with customers, etc
• Researches and identifies contact center problems and issues using standard procedures
• May assist with handling issues and communicating updates to peers and management
• Escalates more complex issues as needed
• Reports trends, issues and feedback learned from customer interactions to support continuous improvement

Skills

• High school diploma
• Good human relations skills to deal effectively with customer issues in a professional manner
• Ability to communicate effectively and accurately verbally and in writing
• Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word
• Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position
• Ability to meet or exceed attendance requirements, providing reliable and predictable attendance
• Possesses basic critical thinking, creativity, and problem-solving skills to provide positive resolution
• Proficiency in Spanish preferred, but not required

Benefits

• Flexibility through a scheduled Hybrid work model
• Meal Subsidy available for associates who report to an office
• 401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting
• Tuition Reimbursement program
• Generous Paid-Time Off plan
• Volunteer-Time off
• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits
• Well-being and Employee Assistance programs
• Sentry Foundation gift matching program

Company Overview