Call Center Representative II
About The Position
Contacts potential and current customers and solicits sales by telephone and other methods, and provides the highest standard of professionalism and courtesy to resolve customer questions and problems Essential Job Duties Will to execute one or more skills from Web Chat, Market Segmentation, Customer Cases Market Segmentation Customer Cases – escalated customer calls Web Chat – Creates online dialogue with current prospective customers Using ACD system to contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, and customer pay leads. Following up on second chance opportunities. Following established guidelines to generate assignments reports, make telephone calls to customers, provide information, answer customer questions, maintain Insurance service level agreements and update the company's business management computer system. Contact Insurance Representatives to determine coverage and liability. Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals. Must be able to listen, identify and qualify customer service and sales opportunities to service our customers' needs in a prompt and professional manner. Resolve first-tier and second-tier customer questions, concerns and complaints. May also handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues. Other duties as assigned Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. Must be eligible to work in the U.S. with no restrictions.
Requirements
- High School diploma or GED
- Minimum 2-4 years of customer service or sales experience
- Oral communication skills
- Customer/client orientation
- Problem-solving skills
- Must be eligible to work in the U.S. with no restrictions.
Nice To Haves
- Caliber Collision experience preferred
Responsibilities
- Contacts potential and current customers and solicits sales by telephone and other methods
- Resolve customer questions and problems
- Execute one or more skills from Web Chat, Market Segmentation, Customer Cases
- Create online dialogue with current prospective customers
- Contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, and customer pay leads using ACD system
- Follow up on second chance opportunities
- Generate assignments reports, make telephone calls to customers, provide information, answer customer questions, maintain Insurance service level agreements and update the company's business management computer system
- Contact Insurance Representatives to determine coverage and liability
- Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals
- Listen, identify and qualify customer service and sales opportunities to service our customers' needs in a prompt and professional manner
- Resolve first-tier and second-tier customer questions, concerns and complaints
- Handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
