About the job
Why This Role Matters
Join Matic as a Senior Customer Service Representative and become the primary voice for our customers! Your mission will be to deliver exceptional service that keeps our clients satisfied and loyal. Engaging directly with customers via phone, you will answer inquiries, resolve issues, and ensure their continued partnership with Matic.
Key Responsibilities:
- Frontline Support: Deliver expert assistance and guidance to our customers primarily through phone communication, as well as via email and text.
- Retention Efforts: Identify customers at risk of cancellation and leverage your problem-solving skills to retain their business.
- Value Communication: Clearly convey the Matic value proposition to remind customers why they chose our services.
- Upselling: Proactively suggest additional insurance products that enhance customer coverage and value.
- Achievement of Goals: Meet and exceed team objectives related to productivity, quality, customer satisfaction, and policy retention.
Our Expectations for an Inbound CSR:
- Save Attempt Every Time: Make a save attempt on every cancellation request.
- One Call Resolution: Strive to resolve customer issues before concluding the call.
- Customer Holds: Communicate with customers when they are placed on hold and provide timely updates.
- Customer Advocacy: Champion our customers in every interaction. Be proactive in addressing concerns and take ownership when necessary.
- Professionalism: Maintain a calm, professional, and empathetic demeanor. Represent Matic as you would expect to be represented.
- Pursuit of Excellence: Continually seek ways to improve service quality.
