Producer Support Representative

Job Description

REQUIREMENTS

• Education: High school diploma or equivalent required. Associates degree or equivalent experience in customer service preferred.
• Experience: Minimum 3 years of experience in customer service, help desk support, or a similar role. At least 1 year of customer service leadership experience is a plus. Experience in compliance, regulatory environments, or CRM systems (Salesforce) is preferred but not required.

Skills & Competencies

• Customer Service: Strong customer service skills, with the ability to communicate clearly, professionally, and empathetically with producers.
• Problem Solving: Adept at troubleshooting complex issues and finding efficient solutions with a focus on balancing customer needs and organizational goals.
• Data Entry & Organization: High attention to detail with experience in data entry and case management, ensuring accurate tracking of inquiries and producer records.
• Tech Savvy: Proficient in using CRM systems (e.g., Salesforce), email platforms, and other customer service tools. Familiarity with Microsoft Office preferred.
• Multitasking: Ability to manage multiple inquiries and prioritize tasks effectively, ensuring timely responses and resolution.
• Team Player: Ability to work independently, but with a collaborative mindset, and a willingness to share knowledge and support other team members in delivering excellent service.

RESPONSIBILITIES

Producer Inquiry Handling

• First Point of Contact: Serve as the first point of contact for producers seeking assistance with registration, compliance, and general inquiries related to the EPR compliance process.
• Issue Resolution: Resolve producer issues and act as a first point of escalation for the Producer Support team and escalating more complex cases to the Producer Support Manager or relevant team members for further investigation.
• Multichannel Support: Handle inquiries across multiple communication channels (e.g., email, phone, chat), ensuring consistency and professionalism in all interactions.

Registration & Compliance Assistance

• Producer Registration: Guide producers through the registration process, providing clear instructions and troubleshooting any issues that may arise.
• Compliance Support: Assist producers with understanding their compliance requirements and obligations, directing them to relevant resources and tools to facilitate compliance.

Data Entry & Inquiry Tracking

• Accurate Data Entry: Enter and update producer information in the CRM system (Salesforce), ensuring that records are complete, accurate, and up to date.
• Categorization of Inquiries: Track and categorize all producer inquiries, ensuring they are properly labeled for analysis and reporting.
• Case Management: Maintain and update case logs to track open inquiries, providing updates to producers and internal teams as needed.
• Documentation Resources: Notify Producer Support Manager of gaps or errors in knowledge base articles to help ensure accurate and complete documentation across the Producer Services team.

Self-Service Resource Utilization

• Feedback Collection: Identify and report gaps in existing resources based on producer inquiries and feedback, suggesting updates to enhance self-service options.
• Utilize Resources: Direct producers to self-service resources, such as FAQs, guides, and the knowledge base, to help them resolve common issues independently.
• Subject Matter Expert: Guide customers through the registration, reporting, and fee payment process, while also serving as a resource for other support team members.

Collaboration with Internal Teams

• Manager Coordination: Work closely with the Producer Support (Customer Service) Manager to ensure escalated issues are resolved promptly and to help refine team processes.
• Team Collaboration: Collaborate with other Producer Support Representatives to share best practices, troubleshoot challenging issues, communicate internal process or procedural bottlenecks to management, and ensure consistent service delivery in alignment with all training guides.
• Team Leadership: Serve as a mentor for other support representatives and foster a collaborative and solutions-oriented team culture.

Reporting & Feedback

• Performance Metrics: Contribute to team performance goals by meeting or exceeding expectations related to inquiry response times, resolution rates, and producer satisfaction.
• Producer Feedback: Collect and document producer feedback on the registration and compliance processes, sharing insights with the team to improve services.

Are you interested in this position?

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