Job Description

About Us:

Ricci & Associates is a leading independent insurance agency with over 70 years of experience providing tailored insurance solutions. We represent multiple carriers, offering a wide range of coverage options to meet our clients' diverse needs. We are seeking a customer-focused Live Chat Agent to join our team and enhance our client experience by providing prompt, accurate, and professional support through our live chat platform.
Job Summary:
As a Live Chat Agent at Ricci & Associates, you will be the first point of contact for clients seeking assistance through our online chat system. Your primary responsibility will be to provide real-time support to clients, answer inquiries, resolve issues, and guide them through our services and products. This role requires excellent communication skills, a strong understanding of our insurance offerings, and the ability to deliver exceptional customer service.
Key Responsibilities:

1. Client Support:
   • Respond promptly to client inquiries via live chat, providing accurate information about our insurance products and services.
   • Assist clients with policy inquiries, claims processing, billing questions, and other related concerns.
   • Troubleshoot and resolve client issues in a timely manner, escalating complex cases to the appropriate department when necessary.
2. Customer Engagement:
   • Engage with clients in a friendly and professional manner, building rapport and ensuring a positive customer experience.
   • Provide personalized recommendations based on clients' needs and preferences.
   • Educate clients about our insurance products, helping them understand their options and make informed decisions.
3. Data Management:
   • Accurately document client interactions and update customer information in our CRM system.
   • Track and report common client issues and feedback to help improve our services and products.
   • Maintain confidentiality and adhere to data protection policies when handling client information.
4. Collaboration:
   • Work closely with the sales, claims, and underwriting teams to ensure seamless service delivery.
   • Collaborate with other team members to share knowledge and improve overall customer service standards.
   • Participate in team meetings and training sessions to stay updated on product changes, company policies, and industry developments.
5. Performance Metrics:
   • Meet or exceed established performance targets, including response time, resolution time, and customer satisfaction scores.
   • Continuously seek opportunities to improve efficiency and effectiveness in handling client inquiries.

Qualifications:

• High school diploma or equivalent; additional certification or training in customer service or related field is a plus.
• Previous experience in a live chat support role, preferably within the insurance or financial services industry.
• Excellent written communication skills with a strong attention to detail.
• Ability to multitask and manage multiple chat sessions simultaneously.
• Proficiency in using CRM software and live chat platforms.
• Strong problem-solving skills and a client-first mindset.
• Knowledge of insurance products and terminology is preferred.

Preferred Skills:

• Experience with remote customer service tools and techniques.
• Familiarity with data protection regulations and best practices.
• Ability to work independently and manage time effectively in a fast-paced environment.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• A supportive and collaborative work environment.
• [Additional perks, e.g., flexible working hours, remote work options, wellness programs, etc.]

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