Customer Service Representative - Specialty Equipment

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow. At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best. In the Specialty Equipment Division, we help businesses stay in business when bad things happen to their equipment.  Our focus is on innovation and simplicity, and we go beyond convention to provide embedded insurance solutions that make purchasing and financing equipment fast and easy. The team combines specialized technology and service excellence to manage risk and create valuable customer experiences. https://www.greatamericaninsurancegroup.com/about-us/business-operations/division/specialty-equipment The Specialty Equipment division is looking for a Customer Service Representative to join our Contact Center team. This team is responsible for inbound & outbound calls, e-mails and document processing work. This individual will work a remote schedule, but we are targeting candidates in the following locations:

• Phoenix, Arizona
• Salt Lake City, Utah
• Dallas, Texas
• Tampa, Florida
• Bellevue, Washington
• Cincinnati, Ohio

Essential Job Functions And Responsibilities

• Processes incoming insurance documents, accurately entering customer information into internal systems.
• Handles inbound and outbound phone calls to address customer inquiries and follow-up on documentation or account issues.
• Reviews and replies to correspondence received through email customer service channels.
• Researches and resolves simple to moderately complex concerns and inquiries in real-time for customers and policyholders; refers more complex issues to more experienced staff.
• Determines the best method to resolve issues to ensure customer satisfaction and adherence to the organization’s policies.
• Coordinates problem resolution with necessary internal and external teams.
• Documents and updates customer records based on interactions.
• Works within guidance to arrange and prioritize activities to meet business objectives.
• Participates in team initiatives and shares feedback to improve processes and customer experience.
• Performs other duties as assigned.

Job Requirements

• High School Diploma or equivalent experience.
• Generally, a minimum of 3 years of Customer Service or Contact Center experience, with a focus on data entry, email, and/or live chat servicing.
• Excellent written & verbal communication skills.
• Proficient keyboard skills with a typing speed of 40+ WPM.

Schedule

• Full-time (40 hours/week), Monday–Friday
• Shift: 5:45 AM – 2:15 PM PST or 8:30 AM – 5:00 PM PST

Remote Work This position requires a dedicated home office that meets company standards. Company equipment is provided. Occasional in-office attendance may be requested for local employees with advance notice. Business Unit Specialty Equipment Salary Range $20.00 -$23.00 Benefits We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits. Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at http://www.gaig.com/careers.

• Excludes seasonal employees and interns.