Is hiring Customer service positions
PA, GA, FL, AZ, IL, TX,LA, NM, US, NY, FL, AZ, IL,. WA, GA, LA
Assurant is a global provider of lifestyle and housing solutions that help leading brands grow revenue, manage risk and deliver a great experience for their customers. We protect, connect, and support over 300 million consumers worldwide, helping people get more value from their connected devices, vehicles, and homes. Assurant is a proud member of the Fortune 300, with decades of experience in the industries we serve.
Miami Fl
Trainer & Quality Improvement Specialist
Assurant has an exciting opportunity for a Trainer & QA Specialist. This person coordinates training activities, develops and presents training programs, and monitors and evaluates agent performance. This is an instrumental and fast-paced role for someone to work in an inbound insurance call center sales environment with a team of 40+ agents.
This is a remote position for a candidate in South Florida, as you may need to meet in the Miami office from time to time.
Key Responsibilities:
Coordinate activities to onboard and train all new employees on products, sales, procedures, and systems. 30%
Conduct a needs analysis to prepare and present refresher training sessions to existing agents. 10%
Provide monitoring, evaluation, and individualized feedback to improve department sales performance, promote consistency and ensure adherence to procedures. 45%
Assist in the identification and resolution of quality assurance processes or system issues. 10%
Basic Qualifications:
Bachelor’s degree in Business Administration, Education, or related field, or equivalent work experience.
1-year experience in training, teaching, and/or quality assurance.
Preferred Qualifications:
Previous experience in a call center type environment
Understanding or knowledge of property & casualty insurance processes (actuarial, financial, reporting, claims, etc.)
Previous experience with call center monitoring programs .
Performance Development Advisor TX,LA,NM
The Performance Development Advisor will be responsible for planning, organizing, and conducting activities associated with achieving performance standards for our clients in the automotive sector. will be responsible for planning, organizing, and conducting activities associated with achieving performance standards for our clients in the automotive sector.
Primary Job Accountabilities/Responsibilities:
Perform all functions of an F&I Manager consistent with good business practices
Achieve performance standards set by the company, or as determined by the RDM/RSM
Isolate and resolve discrepancies in client performance and process determined to be detrimental to the solicitation, sale and desired profit margins related to ADS products
Organize, plan and conduct meetings with clients as required, promoting communication and fostering a positive business relationship
Facilitate training as required to ensure understanding of Assurant Dealer Services, products, policies, and procedures with appropriate dealership personnel
Identify new opportunities for applicable ADS products currently not offered by existing clients
Complete all reports for Home Office in a Timely Manner, including 2-day kickoff worksheets, Trip Reports and Post Assignment Evaluations
Complete and submit expenses during business travel (if applicable) and/or submit business expense receipts into the expense portal to the Home Office on a timely basis
Coordinate and Book all Airline Reservations, Hotel Reservations, and Car Rental Reservations thru our Corporate Travel Department, in accordance with corporate guidelines, and complete in a consistent, timely manner
Complete any items as requested by the Program Administrator, Director of Training and any other company employees
Manage expenses incurred within the then-current Assurant Dealer Services expense guidelines
US,NY,FL,AZ,IL,.TX,WA, GA
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Analyze high-level requirements and translate them into more detailed user stories
Document business process, system, and data flows, analyze processes and recommend improvements.
Facilitate short feedback cycles to learn more about user needs and adjust accordingly
Assess ongoing and repetitive issues and make recommendations for future system or process enhancements to increase efficiency and reduce future problems.
Participate in the change request process and escalate changes for approval, if necessary.
Create and maintain process and system documentation
EDUCATION REQUIREMENTS:
Required: Bachelor's degree in Business or Technology related field
Preferred Bachelor’s degree in Computer Science or related technical field
EXPERIENCE REQUIREMENTS:
Minimum:
Demonstrated experience troubleshooting and testing software/telephony
Contact Center Operations, Operations Support, or IT experience
Working knowledge of Agile methodologies
Demonstrated proficiency with the following:
Preferred:
Demonstrated proficiency with the following:
Cisco ICM & Finesse Softphone
Power BI reporting
eGain Analytics
SQL
MS PowerPoint
Chat/email/chatbots
Related experience on Agile development teams
Experience using Agile backlog management tool(s), preferably Azure DevOps
Spanish fluency
This is a remote position.
Primary Job Accountabilities/Responsibilities
Lead, organize, motivate and coordinate the day to day workflow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are met
Act as an SME for the department to answer procedural questions and assist in resolving complex or escalated issues
Assist with inbound/outbound activity and/or assigned projects
Ensure cooperation and coordination with other departments in the company
Utilize knowledge of team, procedures, trending, and call center reporting to recommend process improvements and efficiency gains.
Ability to work in a multi-client/functional environment
Assist in developing revised standards and methods
Handle highly escalated supervisory type calls and other temporary assignments
Mentor team based on low production or quality results.
Oversee training of new hires and associate cross-training initiatives, in addition to the creation and facilitation of training, as needed.
The hours are Monday through Friday from 9:00 AM to 6:00 PM EST. Overtime and/or Saturday hours may be required.
Position needed for handling primarily inbound calls and off-phone work items related to Vehicle protection Products such as, but not limited to, mechanical and electrical breakdown repair contracts (commonly referred to by dealerships as “extended warranties”), vehicle maintenance contracts, RV part extended service contracts.
This is a work-from-home position. Must reside in Florida.
Work Schedule is Monday through Friday from 10:00 am to 7:00 pm EST.
Key Responsibilities:
The agent must learn to navigate multiple systems, learn to adhere to departmental scripts and processes, adhere to quality assurance metrics, average handle time (AHT), and call volume metrics, properly convey the contract details/language to the customer and relay claim details and determinations to customers.
The agent must also address inbound and outbound calls with customers and dealerships related to processing and delays.
The agent is also responsible for several off-phone items including, but not limited to, cancellation of contracts and transfers, working inbound and outbound emails and faxes, underwriting and inputting contracts, and working other duties as assigned.
Basic Qualifications:
High school diploma or GED
1 year of experience in an office, call center, or customer contact environment
Other Requirements:
Excellent written and verbal skills to communicate with team members, management, customers, counselors, and other employees of the organization
Strong customer service skills
Ability to work with frequent interruptions and under deadlines
Ability to work collaboratively with others to generate ideas or resolve problems
Ability to present a professional image
Ability to establish courses of action to ensure efficient completion of work
Ability to think creatively and make decisions based on this data, and to effectively communicate the related requires actions to a broad audience
Efficient with Microsoft Office Suite (word, excel, outlook)
Ability to quickly adapt to change, proactively recognize process improvement opportunities, and be able to work independently as well as in a team setting
In this role, you will work closely with our development and product teams to create test cases that validate our applications to serve customers with dynamic, modern user experiences. We are looking for people with strong knowledge of testing. Automation is a plus, a willingness to learn automation testing is required. Responsibilities include solving problems, experimenting, and testing features that we measure for value to our users. Candidates must have strong communication skills, the ability to manage multiple tasks efficiently, and the ability to be effective in a fast-paced, team-oriented environment.
Responsibilities:
Highly reliable product features are delivered
Develop, implement, and maintain manual tests and automation scripts
Test applications used by both mobile and desktop clients
Work closely in the software engineering team to execute on requirements
Create and maintain test cases for regression testing
Work in a collaborative environment
Communicating with Engineering Managers, development team and Product Owners
Work in a cadence of two-week sprints with daily stand-ups and bi-weekly retrospectives
Participate in test case reviews
Grow subject matter expertise in product, and platform
Desired Knowledge & Skills:
Knowledge of Azure DevOps
Knowledge SQL Server
Knowledge of desktop and mobile testing
Knowledge of testing on multiple browsers and devices
Knowledge of API testing using Postman
Strong attention to detail and follow-through
Commitment to excellence and high standards
Ability to demonstrate the working product to the stakeholders
Strong oral and written communication skills to create a productive communication environment with team members and stakeholders
Preferred Experience: Skills and Knowledge:
Bachelor’s Degree in Computer Science or related field
Translation of requirements into test scenarios
Estimation skills for cost, effort and duration of product deliverables of high complexity
Coming up with out of box test scenarios
Knowledge of Agile/Scrum best practice processes and techniques
Understanding of quality assurance and testing procedures, processes, and techniques
Apply concepts, tools and processes used for estimating, tracking, managing, and reporting work
Willingness to participate in mentoring and skills transfer among team members
A continuous learning mindset that keeps you current on best practices and trends
Ability to balance trade-offs between speed and quality based on business priorities
The Specialist's duties may include processing file loads and/or data entry while maintaining data integrity for all incoming transactions such as enrollments, client contracts, cancellations, transfers, registration, payments, and claims. Contact with clients and customers may include inbound/outbound communication via phone, email, fax, mail, or chat.
Key responsibilities:
Provide overall excellent customer service and problem resolution in the AGA Contact Center
Responds to and resolves issues encountered by clients and customers in a timely and positive manner. This involves mostly inbound calls, but may also include outbound calls, email, fax and chat
Executes effective processes to manage data entry and data integrity for all customer/client transactions such as enrollments, cancellations, registration, payments and claims
Researches coverage verification, missing contracts, and other common issues coming from the contact center Account Executives, accounting and other departments, and provides timely resolutions as well as suggestions to reduce those occurrences in the future
Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented
Adheres to standards for effective job performance and development
Gains and maintains in-depth understanding of products, clients, systems and applications
Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations
Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives
Actively participates in the development of personal performance management plans
Basic Qualifications:
High school diploma or GED
1 or more years of experience in a call center or customer contact environment
Other Requirements:
Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization
Strong customer service skills
Ability to work with frequent interruptions and under deadlines
Ability to work collaboratively with others to generate ideas or resolve problems
Ability to present a professional image
Ability to establish courses of action to ensure efficient completion of work
Ability to think creatively and make decisions based on incomplete information
Ability to process time-sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience
Ability to quickly adapt to change, proactively recognize process improvement opportunities, and be able to work independently as well as in a team setting
Proficiency of computer navigation and Microsoft Office 2003 or later versions & Microsoft Windows XP or later versions Work Schedule: M-F 12 - 9 PM CT
The position needed for handling primarily inbound calls and off-phone work items related to Vehicle protection Products such as, but not limited to, mechanical and electrical breakdown repair contracts (commonly referred to by dealerships as “extended warranties”), vehicle maintenance contracts, RV part extended service contracts.
This is a work-from-home position. Must reside in Florida.
Work Schedule is Monday through Friday from 10:00 am to 7:00 pm EST.
Key Responsibilities:
The agent must learn to navigate multiple systems, learn to adhere to departmental scripts and processes, adhere to quality assurance metrics, average handle time (AHT), and call volume metrics, properly convey the contract details/language to the customer and relay claim details and determinations to customers.
The agent must also address inbound and outbound calls with customers and dealerships related to processing and delays.
The agent is also responsible for several off-phone items including, but not limited to, cancellation of contracts and transfers, working inbound and outbound emails and faxes, underwriting and inputting contracts, and working other duties as assigned.
Basic Qualifications:
High school diploma or GED
1 year of experience in an office, call center, or customer contact environment
Other Requirements:
Excellent written and verbal skills to communicate with team members, management, customers, counselors, and other employees of organization
Strong customer service skills
Ability to work with frequent interruptions and under deadlines
Ability to work collaboratively with others to generate ideas or resolve problems
Ability to present a professional image
Ability to establish courses of action to ensure efficient completion of work
Ability to think creatively and make decisions based on this data, and to effectively communicate the related requires actions to a broad audience
Efficient with Microsoft Office Suite (word, excel, outlook)
Ability to quickly adapt to change, proactively recognize process improvement opportunities, and be able to work independently as well as in a team setting
The Executive Response Specialist is a key position within our offices.
As an Executive Response Specialist, you'll be the primary contact for all customer escalations including inquiries from social media, regulatory agencies, legal, departments of insurance, the Better Business Bureau, and more.
We are looking for an analytical candidate who knows how to juggle multiple priorities and investigate claims while also managing the competing priorities of good customer service and research. This specialist will also track escalation data for operations and reporting purposes and propose settlement agreements as necessary.
This is a fully remote position.
Key Responsibilities:
Escalations & Research
Responsible for executive escalations and incident management program by investigating, troubleshooting, and resolving written customer concerns across multiple channels
Manage multiple issues/cases at one time simultaneously based on workload
Interact with customers related to written escalated concerns in public and/or social media platforms
Analyze and take action on the best possible outcome based on potential risk for an amicable resolution
May identify opportunities for a process improvement for the betterment of the overall customer experience and/or Assurant Operations from a cost-saving perspective
Identify what is most important, simplify the problem to identify the key question being asked, develop appropriate analysis, and deliver easily understood actionable analysis
Required to log and track each issue in multiple tracking systems for the purpose of generating reports
Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner with ongoing status and/or solution
Responsible for drafting written correspondence and reviewing with leadership before responding to escalations by assigned due date
ACA (Accredited Claims Adjuster’s license) License must be acquired and maintained to be part of this team
Basic Qualifications:
Associate’s Degree in Business, Marketing, or equivalent experience or;
2 + years in experience in business analysis, research, or related fields or;
2 + years in experience in business writing or;
2 + years in experience in Consumer Relations and/or Team Lead experience in Operations with customer escalation experience.
Preferred Qualifications:
Bilingual (Spanish/English)
Understanding of client contracts, operations, company products & services
The Customer Contact and Operations specialist will be handling primarily inbound calls and off-phone work items related to Vehicle protection Products such as, but not limited to, mechanical and electrical breakdown repair contracts (commonly referred to by dealerships as “extended warranties”), vehicle maintenance contracts, RV part extended service contracts.
This is a work-from-home position. Must be located in Florida
Work Schedule is Monday through Friday from 10:00 am to 7:00 pm EST.
Key Responsibilities:
The agent must learn to navigate multiple systems, learn to adhere to departmental scripts and processes, adhere to quality assurance metrics, average handle time (AHT) and call volume metrics, properly convey the contract details/language to the customer and relay claim details and determinations to customers.
The agent must also address inbound and outbound calls with customers and dealerships related to processing and delays.
The agent is also responsible for several off-phone items including, but not limited to, cancellation of contracts and transfers, working inbound and outbound emails and faxes, underwriting and inputting contracts, and working other duties as assigned.
Basic Qualifications:
High school diploma or GED
1 year of experience in an office, call center, or customer contact environment
Must be bilingual in English and Spanish
Other Requirements:
Excellent written and verbal skills to communicate with team members, management, customers, counselors, and other employees of organization
Strong customer service skills
Ability to work with frequent interruptions and under deadlines
Ability to work collaboratively with others to generate ideas or resolve problems
Ability to present a professional image
Ability to establish courses of action to ensure efficient completion of work
Ability to think creatively and make decisions based on this data, and to effectively communicate the related requires actions to a broad audience
Efficient with Microsoft Office Suite (word, excel, outlook)
Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting
US Virtual
Are you someone who loves working with consumer electronic devices such as phones and tablets, home theater, smart home devices, wearable tech, and PCs? Do you have top-notch customer service and collaboration skills? Are you interested in joining a highly team-oriented group of technical support professionals who are paving the way to support the Internet of Things?
We are a dynamic team of highly knowledgeable product support experts. Current members of our team love this role because it exposes them to a wide array of new and emerging technologies, while also allowing them to help people and provide great customer service. Every day is different, and the types of issues you will help with are highly varied and provide a great background to people looking to expand their experience within the technology field.
If this sounds like a team and environment that you would thrive within, we have an opportunity that may interest you!
Our Technical Support Analysts are responsible for the following:
Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers.
Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as personal computers, mobile phones, tablets, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, etc.
Provide excellent customer service and ownership of technical support issues.
Work well in a high-energy, dynamic, and collaborative environment.
Provide appropriate responses and expectations in a timely and efficient manner.
Work as the customer's advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention.
Technical Support Analysts may be required to perform other job-related duties as directed by a member of management to meet business needs and objectives.
Basic Qualifications:
6 months experience with customer service, troubleshooting, analytical, and problem-solving.
Strong experience and working knowledge in one or more of the following technical specialty areas:
Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets.
Smart Home: devices such as assistants, smart lights, smart TV’s, thermostats, door locks, wearable technologies and other home-automation systems.
PC Support: MS Windows, MS Office, Apple OS X, home networking/Wi-Fi, printer installation / setup / config.
High school diploma or GED (post-secondary education preferred).
Must be able to type 30-40 WPM.
Must be fluent (written and verbal) in English and Spanish
Preferred Qualifications:
Excellent verbal and written communication and interpersonal skills.
Associate's degree a plus. Bachelors degree preferred.
1 year of experience in a technical support role.
Technical certifications from organizations such as CompTIA A+, Network+, Microsoft, Apple, or other related bodies in the technical industry.
Experience working within a support organization providing phone/chat/email-based support to customers.
Experience in writing technical documentation for inclusion in a Knowledge Base.
Able to collaborate, interact, cooperate, and motivate across job functions and teams.
Work Hours:
Business hours of operation are between 8 am – 10 pm EST, 7 days a week, 365 days a year. Successful candidates will have reasonable schedule flexibility to work shifts within this time and day range.
Assigned shifts are generally set for approximately 4 months at a time but are subject to change depending on business needs. A typical schedule is one where you will work 5 consecutive 8 hour days, with 2 consecutive days off. Shift start times and days off will vary from schedule to schedule. internet-connected.
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