SUMMARY  

The Customer Care Associate, I (CCA, I) receives inbound calls from RealPage client’s residents requiring assistance with RealPage Insurance products. The CCA, I will quickly respond to the call, identify the needs of the client’s resident, accurately record all issues in our proprietary CRM and provide a high first-call resolution. The CCA, I provides excellent customer service by responding promptly to all inbound calls related to insurance policies and provides assistances with payments, billing issues, website troubleshooting and some claims & coverage inquiries.

PRIMARY RESPONSIBILITIES  

Processes policyholder servicing transactions accurately and within a timely manner while following various regulatory and compliance rules from the Dept of Insurance as well as various external insurance carrier guidelines and internal policies and procedures.    Respond to inbound phone calls and assists renter’s insurance policy holders with servicing transactions, such as processing payments, answering billing inquiries, website navigation, and some claims & coverage inquiries.  Understands aspects of internal billing system as it pertains to policy coverage.  Identifies and communicates transactions; evaluates and makes decisions regarding payment plans and alternative payment arrangements.  Manges and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.  Utilizes online reference materials to provide confident, accurate, and efficient information. Develops and maintains product, procedural and technical systems knowledge.     Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and internet.  Documents tasks and customer interactions as required.  Other duties as assigned.   

REQUIRED KNOWLEDGE/SKILLS/ABILITIES  

Excellent customer service and verbal/written communication skills. Strong computer skills in PCs and Internet computing.  Ability to type at least 30 words per minute and accurately capture detailed information. Previous insurance experience preferred, but not required. Flexible with work hours to meet Contact Center hours of operation and workload needs as manager schedules (including availability to work overtime as required). Excellent problem-solving skills required. Exhibits professional demeanor, is accountable, accurate, customer friendly. Computer literate, working knowledge of Microsoft programs including Outlook, Excel, and Word, and proprietary company systems. Able to sit or stand for frequent periods in the same location with some opportunity to move about. Minimum of 1 to 2 years experience in a call center or customer service role highly desired.