Customer Service Representative

U-Haul International, Inc.; Oxford; Remote; GBP 22,000 - 30,000; Full time

Job description

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REMOTE POSITION

Job Overview: We are seeking a qualified Customer Services Representative to join our Customer Contact Department. The ideal candidate will answer inbound calls from clients and agents referring to both new and existing policies for Life Insurance, Annuity and Medicare Supplement. The CSR will be responsible for providing quality customer service on every call, documenting all necessary information, processing requests and making outbound follow-up calls when necessary.

Responsibilities and Duties: This list is not exhaustive and may be supplemented as necessary.

• Understand callers’ needs in order to provide exceptional service.
• Learn our products and processes, inside and out, by hands-on, peer-based training so you can act as a subject matter expert.
• Work in several systems in order to obtain the information needed to assist callers.
• Ability to hold a conversation while accurately documenting (typing) your call and the information discussed.
• Answer inbound calls/Make outbound follow-up calls.
• Remain calm and respond appropriately when callers are stressed or upset.
• Work independently and provide quality customer service on all calls.
• Maintain a high level of professionalism and establish positive rapport with every caller.
• Maintain acceptable and predictable attendance.
• Assist other team members when necessary.
• Assist Supervisor with projects/additional items when needed.
• Interact with other departments via phone or email effectively and professionally.

Training:

• Training through Microsoft Teams and Zoom.

Qualifications:

Technical Requirements “Must Have”:

• Computer
• 2 Monitors
• A USB headset with a microphone
• A web cam for use interacting with your Supervisor (Not for use with customers)
• Minimum Internet speed requirements of 1MG upload, 20MG download. (Preferable - high speed cable internet) Use of Wi-Fi is permitted if it meets all security-related criteria. If security requirements are not met and/or Wi-Fi is determined to cause tech difficulty a hard-wired connection will be required.
• Antivirus software

Required:

• High School Diploma
• Excellent organizational and time management skills
• Ability to work individually as well as with a team
• Excellent written and documentation skills
• Computer Skills
• Call Center experience
• Customer Service experience
• Must be able to provide workspace at home that is safe, suitable for work, and provide a distraction free environment from background noises that may distract member or customer.

Preferred:

• 1+ year of phone-based customer service experience preferred
• Insurance and/or financial service industry related experience a plus

Company Benefits:

• 401K
• Employee Stock Ownership Plan (ESOP)
• Subsidized gym membership (including paid fitness classes)
• Life insurance
• Business and travel insurance
• MetLaw Legal program
• MetLife auto and home insurance
• Discounts on Apple products, cell phone plans, hotels and more
• Paid holidays, vacation and sick days
• In-house cafe featuring options for all diets (Phoenix location only)
• Pre-tax Dependent Care and Flex Spending Account
• Get Fit and Alternative Insurance Rebate Programs

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.