Intersections Insurance Services Inc., a subsidiary of Intersections Inc., (INTX), a leading provider of branded and fully customized identity management solutions, is currently looking for a dynamic and detail-oriented  Quality Assurance Representative to help maintain our quality of excellence in selling our insurance products in an inbound call center in our Arlington Heights location(approximately 35 miles northwest of downtown Chicago). The hours for this poistion are from 7:00 am - 4:00pm, Monday through Friday.

Job Description:  The focus of this job is to listen to previously recorded inbound sales and retention calls taken by our Customer Service Representatives to ensure compliance, script adherence and accuracy.  Critical customers’ information such as name, address and date of birth obtained by our representatives must be entered into the system with 100% accuracy.

Goals of the Position: 

• Meet and exceed the company’s business objectives

• Using tools and training provided to confirm that sales are accurate and valid.
• Monitor 10% of the previous day’s retentions
• Maintain above a 90% productivity rate

 
Key Job Responsibilities: 

• Confirm accuracy of data entry information, compliance and script adherence
• Serve as backup for call center overflow

 

Intersections Insurance Services Inc., a subsidiary of Intersections Inc., (INTX), a leading provider of branded and fully customized identity management solutions, is currently looking for several dynamic bilingual (Spanish/English) escalation team representatives.  You will be responsible for handling escalated calls and retaining our products in an inbound call center in our Arlington Heights (approximately 35 miles northwest of downtown Chicago) location. Our facility is open Monday-Friday from 7:00 am - 8:00 pm.  We are looking for full-time representatives to work Monday-Friday 11:30 am-8:00 pm.

JOB DESCRIPTION:

 

 

• Display stellar customer service to all callers
• Be resourceful by using tools and training provided
• Customer Service Department back up
• Meet/Exceed CRT goals for sales, membership and insurance
• Respond promptly to customer inquiries
• Handle and resolve escalated customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Process a variety of requests electronically
• Manage customers' accounts
• Record details of inquiries, comments and complaints
• Communicate with internal/external departments
• Follow up with customer interaction
• Perform customer verification/claim requests
• Keep records of customer interactions and transactions
• Monitor/Audit recorded calls
• Manage administration