Customer Service Representative

Crum & Forster, through its Travel Insured International business, provides travel insurance and protection plans for travelers and travel advisors. The Customer Service Representative delivers exceptional service by handling inbound calls, answering travel insurance and website questions, creating Salesforce cases, supporting agency partners, and assisting with other customer care functions.

Responsibilities:

• Answer inbound calls
• Provide accurate, clear and timely responses to a variety of traveler and travel advisor calls that will include, but not be limited to travel insurance coverage questions, website troubleshooting, purchase inquires and agent support requests
• Create cases in Salesforce to address customer needs (such as documentation or policy changes)
• Act as a liaison with agency partners that have dedicated TII support email addresses
• Participate in weekly coaching sessions
• Participate in a variety of meetings on camera in MS Teams: including, Manager/Employee one-on-one meetings, Team meetings, Training and Town Halls
• Serve as backup for other Customer Care functions including Customer Care/Group call taking, supporting Customer Care Chats, Group desk administrative functions as well as Diamond Tour manifest processing
• Perform other related duties as needed

Requirements:

• • Customer-Centric: skilled at prioritizing their needs and experiences, understanding what they want and delivering exceptional service
• • Sales Focused: Ability to effectively communicate the value of TII's offerings and tailored solutions to travelers insurance needs
• • Effective Listening: Including active listening and empathy
• • Effective Communication Skills: Both written communication skills, targeting information, comments and explanations in a manner appropriate to the needs of the audience and verbally by phone/
• • Ability to resolve service issues and complaints, leveraging problem-solving and service skills to achieve an appropriate outcome promptly and effectively with a great deal of independence
• • A High School Diploma or GED is required
• • 3+ years of experience in a customer service or retail role is required; call center experience preferred
• • Proficiency with MS Office applications is required. Includes MS Word, Outlook and Teams
• • A Personal Lines or Property & Casualty License is required for this role. Classroom training is provided
• • Dependable internet connection with a dedicated private workspace
• • Experience in the Travel Insurance industry is preferred