Customer Service Representative - CUMBERLAND MUTUAL FIRE INSURANCE : Job Details

Job DetailsLevelEntryJob LocationNewJ - Bridgeton, NJPosition TypeFull TimeEducation Level2 Year DegreeTravel PercentageNoneJob ShiftDayJOB DESCRIPTIONCumberland Mutual is seeking a dedicated and personable Customer Service Representative to join our team. Cumberland Mutual offers a hybrid work model that is designed to support flexibility. TheCandidate must be able to report to work at Cumberland Mutual's Bridgeton, New Jersey office two (2) days per week. The Customer Service Representative ( CSR ) will act as the first point of contact for policyholders and agents, providing exceptional support and ensuring a seamless experience. The ideal candidate is a proactive problem-solver with a passion for delivering a superior experience. The objective of the Customer Experience Department is to provide exceptional customer service. DUTIES AND RESPONSIBILITIES:

• Customer Support: The Customer Experience Team takes incoming calls that range from taking payments, general questions, and taking the First Notice of Loss.
• Team Collaboration: Work closely with other departments, such as claims and underwriting, to resolve customer issues and improve overall service.
• Omni-Channel Engagement: Handle inbound and outbound customer interactions primarily via phone, email, and chat.
• Product Knowledge: maintain a general understanding of the company's products, services, and procedures to provide accurate information to customers.
• Documentation: Accurately document customer interactions, issues, and resolutions in Salesforce (Cumberland Mutual's CRM system).
• Feedback Collection: Gather customer feedback to help improve products, services, and processes.

JOB QUALIFICATIONSSKILLS:

• Strong verbal and written communication skills.
• Strong empathy and patience when dealing with customer concerns.
• Proficient in the use of CRM software (Salesforce) and Contact Centers (Zoom Workplace).
• Exceptional problem-solving and critical-thinking abilities.
• Ability to multitask and prioritize in a fast-paced environment.

KEY COMPETENCIES:

• Positive attitude and a customer-centric mindset.
• Attention to detail and strong organizational skills.
• Flexibility and adaptability to handle a variety of customer needs.
• Team-oriented with the ability to work independently.

EDUCATION AND EXPERIENCE:

• Education: High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Experience: Previous customer service experience is highly desirable.

BENEFITS:

• 35 hour work week
• Health, dental, and vision insurance benefits
• 401(k) with company match
• Flex time
• Paid time off and holidays.
• Opportunities for career advancement and professional development.