• A diverse, inclusive, professional work environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Who are we?

Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

• CSA: US travel insurance brand for retail and lodging partners. Learn more here.
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What you’ll be doing.

Job Summary:

This position is a Lead role within an inbound call center in the Customer Service Department. The Customer Service Lead is responsible for providing administrative support for the department. Other duties include providing exceptional customer service in such a manner that supports the mission, values, and standards of the company and focus on customer satisfaction. This position reports to a Customer Service Supervisor.

Principal Duties and Responsibilities:

• Responsible for oversight of call floor operations during hours of operation, including weekends and holidays

• Responsible for handling call escalations in the absence of a Supervisor
• Assistance with inbound call volume and team assistance calls, via a blended queue, as needed
• Responsible for Quality Assurance duties, including listening to and scoring calls and providing completed Quality Assurance forms to Supervisors in a timely manner
• Responsible for the completion of administrative work in the department, including managing the workload to ensure work is being processed within required SLAs, including delegating work to Senior CSRs, upon approval of Team Supervisor
• Responsible for facilitating new hire training for the department and working with Training on the ongoing improvement of the Customer Service new hire training program

• Write routine reports, business correspondence, and procedure manuals
• Effectively present information and respond to questions from groups of managers, clients, customers, employees, and the general public
• Balance team and individual responsibilities, exhibit objectivity and openness to others’ views, gives and welcomes feedback, and contributes to building a positive team spirit
• Identify and resolve problems in a timely manner, develops alternative solutions, gathers and analyzes information skillfully as requested
• Perform other duties as assigned by management

Requirements:

• At least three (3) years’ experience in an inbound call center; or equivalent combination of education and experience
• Ability to define problems, collect data, establish facts, and draw valid conclusions

• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Knowledge and proficiency with Microsoft Office Suite
• Strong oral and written communication skills
• Ability to prioritize duties and manage workload in an effort to complete all duties in a timely manner
• Ability to apply concepts of basic algebra and geometry to tasks such as reporting and testing

Education/Certifications:

• High School Diploma or Equivalent (GED) required

Where you’ll be doing it.

This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week.

When you’ll be doing it.

While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need.

Apply today to begin your next chapter.

Don’t meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: https://us.generaliglobalassistance.com/privacy-notice-for-california-residents-seeking-employment/

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.