Temp Outbound Support Specialist

Safeguard Scientifics

Westlake Village,CA

11/23/2019

DescriptionImagine being part of an amazing team at the fastest growing digital insurance agency in the US. At CoverHound / CyberPolicy, our team helps personal insurance shoppers and small to medium businesses nationwide compare and purchase the right insurance for their specific needs. CoverHound's goal is to exceed every customer's expectations when it comes to shopping for and purchasing the right insurance for themselves or for their business. We continue to grow nationally, because we hire and promote from within based on our shared drive to innovate and improve how insurance can be compared and purchased.Temp Outbound Support Specialist is responsible for managing a daily call volume to support the handling and distribution of outbound call efforts. The purpose of outbound calling is to keep the customer engaged throughout the quoting process thus keeping the shopper connected with our licensed insurance advisors. You will be calling on new insurance quote requests, scheduled follow up calls, manage email inquiries, special outbound lists, and also handle overflow inbound calls. The Outbound Support Specialist is also responsible for managing a speed-to-lead goal for all new leads ensuring these customers are contacted in a timely manner. Additionally the Outbound Support Specialist is responsible for maintaining a positive work environment and reinforcing the CoverHound culture.What You'll Be Working On* Supports speed-to-lead goals ensuring all new leads are actioned in a timely manner* Manages a daily outbound call & transfer goal to drive quality transfers to Insurance Advisors, supporting sales efforts* Responsible for maintaining follow ups including: new business, scheduled follow ups including individual and Insurance Advisor follow-ups, overflow queues, and other outbound tasks based on business needs* Provides follow-up assistance for all voicemails and callback requests, retention callout efforts, and abandon calls from prior day* Adheres to Quality Assurance guidelines, partner protocols & compliance requirements ensuring a positive shopper experience for all parties involved* Adheres to scheduled breaks/lunches ensuring adequate coverage in phone queue at all times* Adheres to phone system procedures to properly track availability time* Responsible for meeting individual monthly call & transfer goalsWhat You'll Bring To The Team* Strong customer service background from outbound call centers preferred* Ability to multi-task and stay organized in a fast paced (digital) environment* Reliable, strong work-ethic* Excellent oral and written communication skills* Ability to focus and pay attention to detailsWhat You Will Need To Succeed* An immediate connection to our values.* Service Oriented.* Always aims to please and exceed others' expectations and your own.* Communicates effectively and efficiently.* Accountable for actions or inactions.* Doesn't 'pass the buck' to others.* Focuses on 'positive' or on the 'opportunity.'* Puts the 'we' before the 'me' whenever appropriate.* Innovative & embraces 'change' to drive improvements

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