Customer Service Associate


Job Title: Customer Service Associate

Location: Albuquerque

Department: Administration

Reports to: Customer Service Lead

Salary Range:

FLSA Status: Hourly

Schedule: M-F 8-5



Job Description Summary


The primary responsibilities of this position are to provide prompt, courteous, and professional service to Contract Holders, Sales Representatives, Agents, Dealers and internal customers.



Essential Duties and Responsibilities


   Answer all incoming phone calls promptly and efficiently.

   Resolve contract related questions such as status, terms and coverage.

   Answer underwriting questions regarding vehicle eligibility.

   Answer inquiries related to claim payment, deductibles, repair policies and procedures.

   Provide backup coverage for front desk.

   Quote cancellations.

   Process checks to be mailed.



Supervisory Responsibilities: N/A



Competencies: Strong customer service skills with the ability to actively listen and solve problems.  Must be organized and comfortable working in a high call volume and fast paced environment. Must have the ability to work independently or as part of a team. Must possess above average computer skills, including, a solid working knowledge of Microsoft Office applications.  Bilingual in Spanish is a plus.



Communication: Strong interpersonal, written and verbal communication skills. Must be able to effectively communicate with customers, both internally and externally, agents and clients.



Excellent Client / Customer Service: Must possess a customer service attitude and be able to ensure all customers, and/or client related issues are handled in a fast, fair and courteous manner.



Strong decision making skills: Must be able to analyze all available information and formulate sound decisions to effectively resolve a variety of issues.



Analytical skills: Must be able to gather information to accurately assess and resolve problems.


Education and/or Experience: High school diploma or equivalent and 2-5 years previous customer service experience in a call center environment.


Computer Skills: Must be computer literate with a good working knowledge of Microsoft Office applications




10555 Montgomery Boulevard NE, Building 2

Albuquerque, New Mexico USA 87111

Toll Free: 888.338.0389

Fax:  505.872.2122

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