03/22/2016 Passion for Customer Service and Team Support Fuels our Policyholder Service Center Members

Doris Arzuaga, Policyholder Service Center Lead

Passion for Customer Service and Team Support Fuels our Policyholder Service Center Members

Combined Insurance employees are welcome to visit us at our downtown location-just don’t come on a Monday or Tuesday. Also, if you visit, don’t expect anyone to do any more than give you a quick glance and a nod. And, you should expect to hear one-sided conversations in English, Spanish, and French.

Why, you ask?

Policy Holder Service Center Team

Our downtown office houses the Policy Holder Service Center Team. My team of 70 professionals receives an average of 22,000 calls per week, and 55%-60% of those calls come in on Monday and Tuesday.

Do the math, and that means that on a Monday or Tuesday, each of our team members could be handling up to 86 calls.

Also, many of our members are bilingual, and can handle calls in Spanish and French.

As you can imagine, we don’t have much time to divert from our phones, unless you catch us on a break.

“People people”

It takes a talented team of professionals to keep this type of energy going and to keep our customers happy.

When hiring, I look for a “people person”-someone who enjoys interacting with others.  Customer Service Representatives need to want to help others, and they need to want to feel that they can make a difference to the caller.

Each one of our members is positive and service-minded.

The average number of tenure on the team is 14 years!  We are lucky to have such a low turnover.  I think the reason people stay is because they feel that their teammates and the customers on the phone are like family.  This job can get stressful, but we all support each other in good times and bad. 

One of our representatives, Ramona, notes, “One of the main joys about working in the call center is my coworkers.  My coworkers are hardworking, dedicated, and professional. It has been a pleasure working with them for over fifteen years.”

Passionate about customers

The number one reason our team members love coming to work is because they get to help people solve problems.  Here’s what some of them have to say:

“Changing the mood of a caller from bad to good always makes my day. It’s all about the tone of your voice. “-Jerry

“I enjoy assisting our policyholders when they call. When a policy-holder tells you that you helped them when they really needed it, it makes you feel a sense of accomplishment. There is nothing like being able to lend a hand when someone is unsure of what to do.” - La Dawn

“Customers may forget what you said but they’ll never forget how you make them feel.”-Leo

“It is very satisfying to know that Combined Insurance can help customers in there time of need.” -Alta

More than a job

As you can see, our representatives get personal satisfaction out of helping our policy holders, which shows in the way they treat our customers on the phone.

If you are an employee in another department, be sure to stop by and say hi-just don’t expect too much chit chat-and if you’re a customer, we look forward to hearing from you on the other end of the line.

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