Contact Center Representative

We are looking for a Contact Center Senior Representative to act as an empathetic front-line problem solver, providing support to our customers, advisors, channel partners, and distributors by phone, email, and/or chat in an inbound service center. Successful Contact Center Senior Representatives are reliable, consistent, motivated, and compassionate individuals who strive to meet client's quality standards. *This opportunity is Monday – Friday, NO weekends and is a primarily virtual work arrangement.* The contact center hybrid model is event based, with the following requiring in-office presence: Technical disruption in home working environment or equipment lasting more than one hour (including but not limited to internet/electricity outage, laptop failure). Important and/or special events as determined by clients contact center management team. Other business needs where working in the office is more effective than being virtual. *Candidates must reside within a commutable 90-minute radius from either our Downtown St. Paul home office or our Richmond, VA branch office location.* Training Onsite and then remote Hours: Training Hours = 9 AM - 5:45 PM Eastern or 8AM - 4:45PM Central. Ongoing work schedule will be assigned after training is complete. Hours range between 8 AM - 7 PM Eastern or 7AM - 6PM Central, Monday - Friday. Responsibilities include but not limited to: Provide compassionate, timely, and accurate responses to customers, financial professionals, channel partners, and distributors by telephone, email, and/or chat in an inbound service center, consistent with service and quality standards of client. Assist customers with initiating a variety of insurance claims. Explain and resolve complex claim, policy, or account information/issues to our customers and clients. Understand and meet or exceed call center metrics while providing an excellent customer experience. Cross-train into additional product line upon successful completion of primary training program. Internet Service Requirements: Wired Internet connection ( NOT WIFI) Service provided by a fiber, cable, or DSL. NOT supported service: 5G (Mobile), satellite, and wireless broadband Carrier Dynamic DNS on modem/routers are NOT supported (ie. Centurylink/Lumen) Recommended Dedicated Internet speeds: Download speed : 100 Mbps (25 Mbps minimal required) Upload speed : 10 Mbps (5 Mbps minimal required) VOIP requirements: To check these statistics, you can visit Fusion Connect for a SPEEDTEST . Qualifications: Ability to multi-task, work efficiently, and effectively manage time in a fast-paced call center environment while handling 35-50 calls per day. This position has technological requirements to work remotely. Must meet WIFI bandwidth and other technical requirements (see details below). Strong customer service mindset, "We do it with you" attitude, active listening skills, ability to empathize with customers, and professional phone etiquette. Excellent verbal and written communication skills. Self-motivation, punctuality, and dependability. Reliability, trustworthiness, and ability to maintain required confidentiality. Proficiency with computers, ability to navigate multiple systems while on calls, and strong typing skills. Knowledge retention and ability to leverage training, resources, peers, and business partners to problem-solve customer issues. Strong willingness to learn and continue to grow with the company. Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors. Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances. Accommodations We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.