Job Title: Customer Service
Type of Company: I work for an insurance company.
Education: AS, Science, Dean Junior College (Franklin, MA)
Previous Experience: I worked as a waitress.
Job Tasks: I am an assistant supervisor in the billing department at an insurance company that primarily offers automobile and homeowner insurance policies.
Some of my key responsibilities include identifying the training needs of the employees who work for me, as well as training new hires, and also working with customers over the phone to assist them in being able to make their required payments.
A typical day begins with checking in with my subordinates to see how they are fixed for work on that particular day. If it appears they won't be able to complete their assigned work, I distribute some of it to their peers.
I also handle phone calls throughout the day from customers and insurance agents. These calls generally consist of questions such as, "What is the least amount I can pay this month?" or "My customer is changing his policy, and would like to know if it will change the amount he needs to pay."
When I am not answering incoming calls, I also review my team's individual work for accuracy. This includes items such as the amount of refund checks that are being prepared, correspondence and emails to customers, etc.
As I have extensive technical knowledge, I am also relied upon heavily for technical questions with regard to how a payment amount should be calculated.
Best and Worst Parts of the Job: Some of the best parts of my job are knowing that I am a valued resource to others, and when they think they may have run into a problem that "nobody" can explain, they are confident that I will have the correct answer to their problem; being able to provide a sense of relief to a customer who is experiencing financial or personal difficulties; and having a variety of tasks (phone work and paper work)
Some of the worst parts of my job are the guilty feelings when there is absolutely nothing I can do to meet the customer's need; and having to report to management that a new hire is not able to handle the job although they are willing to learn.
Job Tips: When preparing to work in a call center, it is highly recommended to have prior phone experience, perhaps working as a receptionist.
Prior to working in customer service, it is important to learn the skills necessary to calm an upset person, as well as being able to remove yourself from the situation, and not take things personally when an irate person becomes verbally abusive.
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