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Customer Service Representative

Do you enjoy helping others? Do you possess excellent interpersonal communications skills? Are you looking for more than just a job, but also a rewarding career opportunity with potential for growth? If so, you may be the perfect candidate to join our award-winning customer service department that offers hands-on training, a positive team environment, and performance awards and incentives.

Build your career at CSA Travel Protection and experience the advantages that come with working for one of the most respected names in the Travel industry.

Benefits

In addition to a competitive salary, CSA offers a complete benefits package which includes: medical, dental and vision insurance; prescription drug coverage; 401(k) plan with company matching; disability benefits; confidential employee assistance programs; pre-tax accounts for health and dependent care reimbursement; and company-paid life insurance. Customer Service Representatives also enjoy a defined career path with promotional opportunities;  a casual work environment; paid company holidays; 24 hours paid sick time; and 14 days of paid vacation annually.

Compensation

Pay Rate: $15.39 per hour with a bonus potential up to $250.00 per month. 

POSITION SUMMARY

The customer service representative must be astute, articulate and empathetic. This role is responsible for providing exceptional customer service while maximizing productivity within our call center in a way that is in line with the mission, values and standards of the company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to travel insurance products and provide coverage recommendations to customer. Weekend and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.

EDUCATION AND EXPERIENCE

  • Minimum of six months of customer service experience required;
  • Prior experience working in a call center environment preferred;
  • Bilingual (English/Spanish) preferred.

KEY POSITION RESPONSIBILITIES (other duties may be assigned)

Customer Service

  • Answers incoming calls from queue in a professional and courteous manner;
  • Ensure that customer and business partner requests are fulfilled and questions are answered in an accurate, knowledgeable and efficient manner;
  • Transfers callers to the appropriate departments;
  • Escalate calls to supervisor as warranted;
  • Ensure that caller issues are resolved and followed-up in a timely manner;
  • Renders assistance to travelers in emergency situations;
  • Enter appropriate comments and notes within customer database.

Product Knowledge and Sales

  • Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor;
  • Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites.

Individual Performance, Team Work and Collaboration

  • Foster a team environment by creating and maintaining a positive relationships with peers, customers and business partners;
  • Consistently meet or exceed performance standards outlined in the Customer Service Department career path;
  • Attends weekly team meeting so as to stay abreast of product information, and procedural/policy changes.

ABOUT THE COMPANY

Travel insurance is a $2B industry in the United States and that figure continues to rise as more and more travelers become aware of the valuable benefits a travel insurance plan can provide for unexpected mishaps that can occur during a trip.

A member of the worldwide Generali Global Assistance Group, CSA Travel Protection is dedicated to providing affordable travel insurance and emergency assistance services to protect travelers' valuable investments and provide the peace of mind they deserve while traveling. Since its inception in 1991, CSA has developed a reputation for standing behind its customers and evolving products and services to meet their needs. Through superior customer service, extensive experience and industry-leading innovation, we're with our traveling customers every step of the way, whenever and wherever they need us.

 

*CSA Travel Protection is an Equal Opportunity Employer. M/F/D/V encouraged to apply. Employment contingent upon successful completion of background investigation. No recruiters or agencies without a previously signed contract. Relocation costs not covered by employer. Must be eligible to work in this country.

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