Customer Care Assoc. I

The Customer Care Associate I (CCA I) receives inbound calls from RealPage clients residents requiring assistance with RealPage Insurance products. The CCA I will quickly respond to the call identify the needs of the clients resident accurately record all issues in our proprietary CRM and provide a high first-call resolution. The CCA I provides excellent customer service by responding promptly to all inbound calls related to insurance policies and provides assistances with payments billing issues website troubleshooting and some claims & coverage inquiries.

• Processes policyholder servicing transactions accurately and within a timely manner while following various regulatory and compliance rules from the Dept of Insurance as well as various external insurance carrier guidelines and internal policies and procedures.
• Respond to inbound phone calls and assists renters insurance policy holders with servicing transactions such as processing payments answering billing inquiries website navigation and some claims & coverage inquiries.
• Understands aspects of internal billing system as it pertains to policy coverage.
• Identifies and communicates transactions; evaluates and makes decisions regarding payment plans and alternative payment arrangements.
• Manges and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
• Utilizes online reference materials to provide confident accurate and efficient information.
• Develops and maintains product procedural and technical systems knowledge.
• Utilizes technical systems effectively and efficiently including desktop call center specific phone systems and internet.
• Documents tasks and customer interactions as required.
• Other duties as assigned.

• Excellent customer service and verbal/written communication skills.
• Strong computer skills in PCs and Internet computing.
• Ability to type at least 30 words per minute and accurately capture detailed information.
• Previous insurance experience preferred but not required.
• Flexible with work hours to meet Contact Center hours of operation and workload needs as manager schedules (including availability to work overtime as required).
• Excellent problem-solving skills required.
• Exhibits professional demeanor is accountable accurate customer friendly.
• Computer literate working knowledge of Microsoft programs including Outlook Excel and Word and proprietary company systems.
• Able to sit or stand for frequent periods in the same location with some opportunity to move about.
• Minimum of 1 to 2 years experience in a call center or customer service role highly desired.