Customer Experience Representative

Team: Customer Support/Operations Generalist (P&C)

Location: Farmers Branch, TX, Work From Home

Commitment: Full Time

Workplace Type: hybrid

Salary:

We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the customer service process.

At this time, a Customer Experience Representative (CX Operations Specialist) is needed to assist with loading and balancing all incoming contracts and payments into the administrative system in a timely manner. Assists with customer and dealer cancellations and contract inquiries. Works under immediate supervision, relying on instructions and pre-established guidelines to perform job functions. In this role, you play a crucial role in protecting the interests of the administration company by following the guidelines of each contract Protective administers while providing knowledge to the customers and dealers.

Work Schedule: Monday- Friday, 8:00am - 4:30pm CST. 

** LOCAL APPLICANTS WILL BE CONSIDERED FOR INTERVIEW (Farmers Branch, Dallas area applicants) **

Starting range of pay: $21.00 - 22.00 per hour, depending on experience! Protective offers a Comprehensive Benefits Package!

Applicants considered for interview with have: 

• Have the ability to work in a fast-paced environment
• Be proficient in Microsoft Office programs such as Outlook, Excel, and Word
• Be detail-oriented, accurate, and highly organized

Essential Functions:

Process all missing information and pending contracts by reviewing contract eligibility and standard guidelines
Make contract corrections in the system per dealer requests
Update notes in the system for all emails received and contract-related phone calls
Process ACH remittances
Answer customer questions regarding contracts and cancellations
Provide cancellation quotes and process cancellations
Assist dealers with navigating the Dealer Portal
Collaborate with the rates teams when products are not consistent on incoming contracts
Manage incoming checks daily before giving them to the accounting department
Contact dealers/agents for contract rejections and issues
Manages closing each week and sends out targets to the proper people
Backs up the manager when they are out
Load and balance all contract payments into the system
Add new users to the Dealer Portal per dealer requests
Net approved claims on batches
Process contract transfers and cancel/rebook
Contact dealers/agents for contract rejections and issues
Reply to production department emails for assistance with invoices, refunds, and general questions
Assist with yearly audits
Other duties as assigned

Education and Qualification Requirements:

High school diploma or equivalent
Minimum 2 years of basic administrative experience
Ability to type 10,000 keystrokes alphanumeric with a minimum 90% accuracy
Proficient in Microsoft Office programs such as Outlook, Excel, and Word
Detail-oriented, accurate, and highly organized
Excellent written and verbal communication skills
Reliable and punctual
Ability to plan, organize, prioritize, and complete assignments in a timely manner
Ability to work both collaboratively and independently
Ability to manage environmental and process change in a positive manner
Ability to perform basic math functions, such as addition, subtraction, multiplication, and division

Preferred Requirements:

Ability to work in a fast-paced environment
Ability to communicate and work with a diverse team

Work Environment and Physical Requirements:

Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus
Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
Ability to walk, stand, reach with hands and arms; stoop, kneel, crouch, and lift up to 25 pounds
Ability to frequently sit for long periods of time
Ability to hear and talk, both in person and by phone
Ability to spend extended hours in front of a computer screen