Customer Service Representative

Sentry is one of the largest mutual insurance companies in the U.S. seeking to provide exceptional customer service through their Customer Service Representative role. The representative will be the first contact for customers, ensuring quality service and resolving inquiries efficiently.ResponsibilitiesEnsures a quality customer experience for our insureds and customers by reducing friction points and ensuring an effortless processListens to and assesses customer needs to take appropriate action to fulfill their requestsAs a key point of contact for customers, builds positive relationships and creates customer confidence, loyalty and retention by resolving requests using knowledge, empathy and sound judgmentProvides timely customer service meeting or exceeding specified service standardsReceives a high volume of telephone calls for assigned line of business and provides upfront assistance to our insureds and customers in need of serviceThese needs may include locating, providing or obtaining information or documentation, instructions on how to proceed with a claim, answering questions, routing or transferring calls as appropriate, entering data to begin a claim, etcNavigates multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations in support of insureds and customersRecords and files provided information from each call and/or electronic request in the appropriate system applicationThis may include loss information, received documentation, payment processing, policy changes with customers, etcResearches and identifies contact center problems and issues using standard proceduresMay assist with handling issues and communicating updates to peers and managementEscalates more complex issues as neededReports trends, issues and feedback learned from customer interactions to support continuous improvementPerforms other job-related duties as assigned from time to timeSkillsHigh school diplomaGood human relations skills to deal effectively with customer issues in a professional mannerAbility to communicate effectively and accurately verbally and in writingKnowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and WordAbility to navigate through various technology software to research and accurately resolve service situations is critical to the success of this positionAbility to meet or exceed attendance requirements, providing reliable and predictable attendance. Hours for this job include nights, weekends, holidaysPossesses basic critical thinking, creativity, and problem-solving skills to provide positive resolutionProficiency in Spanish preferred, but not requiredBenefitsFlexibility through a scheduled Hybrid work modelMeal Subsidy available for associates who report to an office401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting to help strengthen your financial futureContinue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement programGenerous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time offGroup Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyleWell-being and Employee Assistance programsSentry Foundation gift matching program to encourage charitable givingCompany OverviewIn 1904, members of the Wisconsin Retail Hardware Association founded their own insurance company—one built on mutual support, shared strength, and a commitment to service. It was founded in 1904, and is headquartered in Stevens Point, WI, US, with a workforce of 5001-10000 employees. Its website is https://link.sentry.com/Sentry-HomePage.



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