Job Description

Working under general supervision, the Customer Service Representative I supports Wawanesa’s dedication to delivering an exceptional and consistent customer experience by providing information and resolutions for our existing policy holders.

STARTING PAY: $17hr and up, depending on experience

SCHEDULE: Your training and regular schedule may be a split shift schedule: •Monday through Friday, start time between 11:15 a.m. to 1:00 p.m. and ending between 7:45 p.m. to 9:30 p.m. •Saturday and/or Sunday, 8:00 a.m. to 4:30 p.m.

The safety of our employees is very important to us. Candidates who are selected for this position will be trained virtually and must be able to work from home in a designated work area. Once Wawanesa determines it is safe for employees to return to the office, we will likely require you to work from our Las Vegas location. We would ask that you are flexible to work from home, work from the office, or a hybrid of both.

JOB RESPONSIBILITIES

• Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner • Deliver an exceptional and consistent customer experience in a fast-paced contact center environment • Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder • Identify opportunities for upselling and cross-selling of various products and coverages • Complete all transactions in accordance with company policy and PCI compliance • Deliver superior results by achieving individual and departmental goals and objectives • Using Wawanesa information systems, record and document customer interactions, details of inquiries, complaints and actions taken • Retain policyholders through efficient and effective problem resolution and customer service skills • Resolve escalated customer contacts through polite and professional communication • Partner and communicate with other departments to maintain a quality customer experience • Perform other duties as assigned

QUALIFICATIONS

• High School diploma or equivalent required, College degree preferred • Strong computer, phone, typing, grammar and multitasking skills • Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work • Strong active listening skills • Ability to interpret and comply with company guidelines and procedures • Must maintain high standards of confidentiality by maintaining sensitive information • Ability to adapt to change and perform effectively in a fast-paced environment • Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays • Ability to identify an issue, determine resolution, and complete action as required • Foster teamwork, positive morale, and open communication • Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees) • Bilingual English/Spanish preferred, but not required. • Previous insurance and or call center experience preferred. • Position requires the ability to lift up to 5 lbs. on a daily basis • Position requires low mobility throughout the branch buildings to meet internal customer demands

Company Description

The Company was established as a farmers' mutual insurance carrier in 1896 in Wawanesa, Manitoba under the laws of Canada and was subsequently incorporated by an Act of Parliament on May 1, 1929. The United States Branch was established under the laws of California on May 23, 1974. Initial funds were realized from a contribution of the Canadian parent corporation, The Wawanesa Mutual Insurance Company, Winnipeg, Manitoba. The first policy was written in the United States in April 1975.