Customer Service Specialist

Aston Carter Cincinnati, Ohio
customer service calls product lines team accommodation recruiter csr director annuity defense transfer authentication customer satisfaction
March 17, 2023
Aston Carter
Cincinnati, Ohio


Seeking 2-3 inbound CSR agents to handle between 150-200 calls per day/person directly reporting to the Director of Business Support. Inbound calls would come from either field agents, existing policy holders, or new policy holders ranging from all different product lines (Life, Disability, Annuity). Purpose of these positions is to act as first line of defense to properly gather as much information as possible on first call to then be able to transfer the call to the most appropriate party IF the specialist is unable to resolve the inquiry he/herself. The initial verification/authentication process handled by the specialist is a crucial part of the company process to ensure all inbound inquiries are met with a catered and specialized experience, ultimately resulting in greater customer satisfaction. Candidates will not be expected to have full scope of insurance products on day 1 but will be trained on a 1 on 1 basis for 3-4 weeks to ensure full knowledge and understanding of assorted product lines and inbound call SOP. Candidates will be expected to wear a heavy customer service hat on a daily basis providing both empathy to understand the callers needs, along with a friendly presence to assure the caller they are in great hands.

Daily Breakdown:

90% Inbound Phone Calls

- Speaking with field reps / existing policy holders / former policy holders

- Authenticating the caller

- Determining what type of service the caller requires

- Redirecting calls to the other areas as needed

- Set expectations for next phase of the call, including providing approximate hold time where applicable

10% Data Entry

- Recording phone interaction into internal software to document the inquiry, solution provided, or party transferred to in order to suit specific need.

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we're dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions - from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients' capabilities by seeking solvers and delivering solutions to address today's workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit . Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call or email for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

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