Customer Service Representative

Job description

The Importance of this Role We're looking for a Customer Service Representative to be the voice of Matic! Your job is to keep our customers happy by providing top-notch service. You will work directly with customers over the phone to answer questions, resolve concerns, and ensure they stay with Matic for the long haul. Responsibilities: - Frontline Support: Provide expert service and guidance to our customers primarily over the phone, as well as email and text. - Retention: Identify customers at risk of cancellation and use problem-solving skills to retain their business - Value Articulation: Clearly articulate the Matic value proposition to reinforce why the customer chose us. - Upselling: Offer other insurance products (bundling) to our customers where applicable to increase their coverage and value. - Goal Achievement: Achieve team goals for productivity, quality, client satisfaction) and policy retention. Requirements: - Save Attempt EVERY TIME: We require a save attempt to be made on every cancellation request. - One Call Resolution: Do everything you can to solve the issue before ending the call. - Customer Holds: Inform customers they are being placed on hold. Check in every...