This position requires that the individual go through all phases of the core training of the CSR position. They will learn how to service the core calls received in the CSR position (Claims and customer service calls for policyholders and agents – in all core lines of business, Accident, Life and Health)  

The employees will be trained to service the core calls and must demonstrate consistent good quality results (level 3 or better) and performs consistently within productivity requirements. The individual is very dependable with average or better attendance, adherence to schedule and availability. 

This position requires the employee to be trained and develop good work habits and must be a motivated worker, confident and capable to handle all service and claim situations. 

The employee must assimilate and utilize their job knowledge of Combined’s products, procedures, claim practices/procedures, all service applications (CLARIFY, main frame systems - L70, LPS COPS, Accident system - Content Manager, Outlook and effectively incorporate with their strong interaction skills. In addition, this employee has also been cross trained to handle all core calls in Claims and Customer Service from our policyholders and Agents. 

This training program also includes training in soft skills while communicating with customers, being focused on their needs and develops a customer centric approach in servicing customer’s needs. Ultimately should demonstrate very good service capabilities and consistent customer focused approach. 

The successful individual who has learned all policy product lines, all procedures for the core calls, demonstrated good productivity, quality and dependability results along with being customer focused in all call work will be considered for a promotion to the level 2 CSR position. Typically an employee will spend 12 – 18 months in this position before they are considered for promotion.

SKILLS/EXPERIENCE:

• Very good communication skills with the customers and agents 
• Excellent telephone skills
• Focused on customer experience providing professional service
• Very good problem solving skills
• Very good business writing skills – emails, case work documenting calls and occasional letters written to the customer
• Ability to multi-task while on line with customer