Customer Service Representative (StarGard)

Summary: Protective Life is a company that helps protect customers against life’s uncertainties, and they are seeking a Customer Service Representative to assist with customer needs. The role involves responding to inbound calls, providing excellent customer service, and managing customer inquiries with professionalism. Responsibilities: - Respond to inbound calls in a timely manner using the utmost professionalism - Take detailed notes of conversations. Provide that information in Five9 - Pull accounts up in the system - Handle general question calls - Refers to Dealer Notes for guidance on a regular consistent basis - Confers with team lead/supervisor when unsure of how to guide a customer - Escalates irate customers to supervisor - Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner - Strives to enforce and live the Portfolio philosophy every day - Other duties as needed (ex. Ad Hoc Administrative Reports/Tasks) Required Qualifications: - High School Diploma or equivalent - Previous customer service experience over the phone or in person in an automotive-related industry - Ability to maintain an upbeat, positive, friendly, and clear tone of voice over the phone at all times - Strong computer skills especially in navigating the internet and conducting research - Process-driven - Ability to effectively communicate with diverse audiences and overcome objections/receive pushback from customers - Proven ability to understand the terms and conditions of the contracts that Portfolio administers Preferred Qualifications: - Strong understanding of ALDS contracts - Strong communication skills both written and verbal - Ability to navigate through multiple computer software programs Required Skills: Five9, Contract Understanding, Automotive Industry Knowledge Benefits: Flexible work arrangements, including onsite, remote, or hybrid options, Comprehensive health, dental and vision insurance, Mental health benefits and an employee assistance program, Paid time off, paid parental leave, short-term disability, and a cultural observance day, Contributions to healthcare accounts, A pension plan, A 401(k) plan with Company matching, ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards, Additional incentive opportunities through an annual incentive based on individual and Company performance