Job Description
About Us: Ricci & Associates is a leading independent insurance agency with over 70 years of experience providing tailored insurance solutions. We represent multiple carriers, offering a wide range of coverage options to meet our clients' diverse needs. We are seeking a customer-focused Live Chat Agent to join our team and enhance our client experience by providing prompt, accurate, and professional support through our live chat platform.
Job Summary: As a Live Chat Agent at Ricci & Associates, you will be the first point of contact for clients seeking assistance through our online chat system. Your primary responsibility will be to provide real-time support to clients, answer inquiries, resolve issues, and guide them through our services and products. This role requires excellent communication skills, a strong understanding of our insurance offerings, and the ability to deliver exceptional customer service.
Key Responsibilities: - Client Support:
- Respond promptly to client inquiries via live chat, providing accurate information about our insurance products and services.
- Assist clients with policy inquiries, claims processing, billing questions, and other related concerns.
- Troubleshoot and resolve client issues in a timely manner, escalating complex cases to the appropriate department when necessary.
- Customer Engagement:
- Engage with clients in a friendly and professional manner, building rapport and ensuring a positive customer experience.
- Provide personalized recommendations based on clients' needs and preferences.
- Educate clients about our insurance products, helping them understand their options and make informed decisions.
- Data Management:
- Accurately document client interactions and update customer information in our CRM system.
- Track and report common client issues and feedback to help improve our services and products.
- Maintain confidentiality and adhere to data protection policies when handling client information.
- Collaboration:
- Work closely with the sales, claims, and underwriting teams to ensure seamless service delivery.
- Collaborate with other team members to share knowledge and improve overall customer service standards.
- Participate in team meetings and training sessions to stay updated on product changes, company policies, and industry developments.
- Performance Metrics:
- Meet or exceed established performance targets, including response time, resolution time, and customer satisfaction scores.
- Continuously seek opportunities to improve efficiency and effectiveness in handling client inquiries.
Qualifications: - High school diploma or equivalent; additional certification or training in customer service or related field is a plus.
- Previous experience in a live chat support role, preferably within the insurance or financial services industry.
- Excellent written communication skills with a strong attention to detail.
- Ability to multitask and manage multiple chat sessions simultaneously.
- Proficiency in using CRM software and live chat platforms.
- Strong problem-solving skills and a client-first mindset.
- Knowledge of insurance products and terminology is preferred.
Preferred Skills: - Experience with remote customer service tools and techniques.
- Familiarity with data protection regulations and best practices.
- Ability to work independently and manage time effectively in a fast-paced environment.
What We Offer: - Competitive salary and benefits package.
- Opportunities for professional growth and career advancement.
- A supportive and collaborative work environment.
- [Additional perks, e.g., flexible working hours, remote work options, wellness programs, etc.]
Job Tags
Remote job, Flexible hours,