What are the responsibilities and job description for the LiveChat Customer Support Representative position at Michigan Farm Bureau Family of Companies?
OBJECTIVE
LiveChat Customer Support Representative Objective
To support customers as an extension of the Home Office by providing online service, quotes, and sales to existing and potential clients. To provide exceptional customer service in a prompt and professional manner. To provide online service during both standard and after-standard business hours by responding and taking ownership of all incoming chats and tickets from Farm Bureau Insurance customers and members in a quick and courteous manner. To proactively research and resolve policy issues and online account technical grievances, while documenting activities and reporting back to agent offices. To promote additional coverages for customers when appropriate.
RESPONSIBILITIES
LiveChat Customer Support Representative Responsibilities
Assist customers and potential customers with questions regarding billing, insurance coverage,
and member benefits within the appropriate time limit
Build sustainable relationships and trust with customers through knowledgeable responses regarding their policies.
Meet personal and customer service team targets on incoming chats.
Monitor and report on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
QUALIFICATIONS
LiveChat Customer Support Representative Qualifications
Required
High school diploma or equivalent required.
Associate’s degree preferred with focus on marketing, business administration, management, insurance or finance.
One to two years professional office experience and customer service required, preferably in insurance or live chat.
Experienced computer usage and proven skills in Microsoft Outlook, Word, Excel and PowerPoint required.
Demonstrated ability to learn new technologies required.
Active P/C license required or must be successfully obtained within 90 days of employment.
Keyboarding skills with accuracy required.
Willingness to pursue continuing job-related training and education required.
Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.
PM19
