Customer Solutions Associate

The Hartford Steam Boiler Inspection and Insurance Company (HSB) was founded on June 30, 1866. Our first president considered HSB as "the first company in America devoted primarily to industrial safety." "Hartford Standards" quickly became the specifications for boiler design, manufacture and maintenance.

HSB is a leader in equipment breakdown insurance, specialty coverages, inspection services, and engineering-based risk management for business, home and farm.

Location: Hybrid role; 3 days in-office at our Wayne, PA, USA location.

Purpose:

Provide support for all internal and external customer contact sources (i.e.; phone, web portal, processing) in one of the Customer Solutions (CS) skill sets to include but not limited to Inspection Support, Operational Support, Policy Support, or Special Products. In addition, provide customer contact support in one of the Valley Forge non CS skill sets to include but not limited to Claims Support, Prep Support, or Processing Support. Ask probing questions to uncover customers' real needs, and identify win-win solutions. Mediate for the customer to ensure they're inquiries are handled properly, their business needs are met, and they are satisfied. Adhere to world class Customer Service Standards and documents all customer interactions. Performs necessary duties to resolve or satisfy all assigned inquiries.

Functions:

• Provide world class customer service and maintain customer inbound call availability as defined by HSB standards. Ensure phones are in the correct code to allow for inbound calls to be received.
• Communicates with brokers/agencies, customers and internal departments by properly processing assigned non call production work.
• Participates in projects as necessary

Education and Experience:

• High School Diploma or equivalent
• 2+ years customer service experience

Knowledge and Skills:

• Excellent verbal and written communications with all levels of customer
• Strong problem solving, analytical and presentation capabilities
• Attention to detail
• Ability to multi-task, prioritize tasks and ensure assignments are delivered on time
• Typing Accuracy (85%); proficient level required
• Excel Accuracy (85%)
• Excellent PC skills using Word, Excel, and Microsoft Office Suite preferred.
• Demonstrated team behavior, including conflict resolution, personal and team accountability, openness to influence and team commitment.
• Ability to work well in a stressful, rapidly changing environment.

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Hybrid roles are 3 days in-office at our Wayne, PA, USA location

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible)
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)
• Prescription drug coverage (included in your health insurance plan)
• Short and Long Term Disability coverage
• Vision and dental insurance plans

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• Eligibility to receive a yearly bonus as a Munich Re employee
• A variety of health and wellness programs provided at no cost
• A hybrid environment that gives you a choice in where and how you get work done
• A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop
• An on-site complimentary workout facility as well as walking trails on campus grounds
• On-site wellness center complete with nurse practitioner
• Financial assistance for adoptions and infertility treatment
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• Free parking
• A corporate matching gifts program that further enhances your charitable donation
• Paid time off to volunteer in your community

Level: 03

Hiring Manager: Isaiah Williams

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Non Exempt