VDart, Inc. Call Center Representatives in Braintree, Massachusetts

Manage high volume of inbound and outbound calls in a timely manner: INBOUND* Answer incoming calls from policyholders/claimants, insurance adjusters, and field inspectors. Policyholders/Claimants * Provide technical support on self-inspection apps; explain app products and processes; schedule appointments for auto, property, and scene field inspections, and set up cases to be dispatched Insurance Adjusters * Handle warm transfer calls; answer inquiries on case status; resolve case management system access issues; schedule appointments with policyholders/claimants for auto, property, and scene field inspections, and set up cases to be dispatched Field Inspectors *Handle overflow calls from the inspector line; provide address verification; address customer no-shows; troubleshoot inspector app issues; resolve inspector profile issues and assignment rate/payment issues OUTBOUND * Place calls to policyholders/claimants. Obtain policyholders?/claimants? availability for auto, property, and scene field inspection appointments Confirm policyholders*/claimants* receipt of text message with link to download self-inspection app; explain app product and processes; resend text message as needed while providing solutions/alternatives Take appropriate action for each call, following communication *scripts* when handling different topics/scenarios Identify and escalate priority issues to supervisor when necessary and appropriate Accurately process and document call transactions using the BPM system Meet quality assurance requirements and quantitative targets Work Environment This job operates in a call center office setting. This role routinely uses phone and computer equipment (e.g., desktop computer, computer keyboard, mouse, and monitor) with occasional use of photocopier, fax, and scanner. The noise level in the work environment is usually moderate. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job is primarily sedentary. While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is required to have close visual acuity to view a computer terminal and to prepare and read documents, e-mails, reports, and other correspondence on paper and on a computer monitor. The employee may be required to exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Required Skills/Competencies: List the major responsibilities of the position in order of importance. State for each the impact of the responsibility on the department or group, including decisions that the position is accountable for making. Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Working knowledge of CRM or BPM systems Data entry skills Computer literate with knowledge of web and mobile apps Strong analytical and problem-solving skills Ability to multi-task, set priorities, and manage time effectively Professional and courteous demeanor and ability to collaborate with a team