Customer Service Representative (216258-961)

RLI Corp. Peoria, IL
Under general supervision, promote the business goals of the RLI surety segment by providing exceptional service & support experiences to our surety bondholders, producers and underwriters.

Principal Duties and Responsibilities

* Confer with customers (bondholders, producers, underwriters) by telephone, e-mail or web chat in order to provide assistance with surety business processing. Example topics would include:

* Providing assistance with our customer facing bond transactional systems.

* Providing assistance with bond processing, payment or supply status inquiries.

* Providing assistance with business placement inquiries.

* Contribute to our team culture goals of being passionate customer service leaders. We don't just solve problems, we create exceptional and memorable service experiences that generate customer loyalty and drive repeat business.

* Participate in identifying and resolving root cause issues that improve the customer support experience and reduce recurring support inquiries.

* Participate in maintaining customer relationship management information for the organization.

* Participate in maintaining service & support knowledge that improves the team's responsiveness and affords self-service opportunities for our customers.

* Assist with business processing activities.

* Participate in the establishment, monitoring and attainment of key service level metrics.

* Provide support for various marketing or sales campaigns.

* Assists with special projects and other duties when needed.

Required Skills

* Exceptional communication skills, both verbal and written.

* Exceptional customer service skills.

* Familiar with call center, contact center and/or tiered service delivery procedures.

* Familiar with service & support technologies such as queue (phone, e-mail, chat) management, CRM, and support knowledge management.

* Fast learner, ability to multi-task in a fast paced environment.

Required Experience

Requires a high school diploma or its equivalent and 1-3 years of experience in a similar field or position. Experience working in a call center or contact center environment preferred. Experience working with insurance or surety products preferred.