Customer Service Representative

Customer Service Representative (On-Site)

Position Location: Troy, MI (On-Site)

Position Compensation: $20

New Hire Training: New hires must be available for a two week training program conducted during standard business hours (8:30am -- 5:00pm, Monday through Friday)

Position Overview

Contact Central Agents are responsible for the collection of sensitive information required to mobilize field office personnel. Verbal and electronic information must be quickly and accurately entered into various software systems and will be transmitted electronically to field offices who will mobilize the appropriate personnel. Attention to detail, strong customer service skills, and the ability to provide compassionate and supportive responses while dealing with clients is a must. The call center is a 24-7-365 operation, so candidates will be assigned to the appropriate shift. Schedules include working every other weekend and 3 holidays per year. All work will be performed on site at the Contact Central's Troy, MI location.

Essential Functions

Independently and professionally respond to incoming emergency calls from customers, referrals from fire or police departments, and third party programs.

Assist customers with concerns and distribute all relevant data to the appropriate contacts

Maintain a customer database to include detailed data entry into web-based third party applications

Work under time constraints to enter information in a quick and accurate manner and meet specific timelines

Use discretion when routing calls or providing information regarding the organization to callers

Adapt quickly with changes to process and procedures within BELFOR to support insurance industry requirements and BELFOR emergency response personnel

Ask appropriate questions to secure all pertinent information

Follow precise client required protocols and company procedures

Operate effectively and professionally in close team environment requiring self-motivation and ability to multitask in a fast-paced environment

Maintain a professional appearance

Assist in the training of new employees

Other projects and duties as assigned

Experience and Qualifications

Availability to work every other weekend, a minimum of 3 holidays and occasional overtime (on short notice, as needed, during emergency situations)

Reliable transportation

Proven ability to multi-task in fast-paced office environment

Demonstrated understanding of customer service, principles, and practices

Attention to detail and keen sense of safeguarding other people's property and information

Quick learner, detail oriented and self-motivated

Strong written and verbal communication skills

Basic computer and typing skills

Physical Requirements

Occasional lifting from 5-40 lbs, unassisted (from 0-15% of the time)

Sitting for extended periods of time

Manual dexterity needed for keyboarding and other repetitive tasks

The ability to bend, crouch, or stand as necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BELFOR Holdings is an Equal Opportunity Employer