Switchboard Operator at Penn National Mutual Casualty Insurance in Harrisburg, Pennsylvania

Job Description:

The Switchboard Operator is responsible for processing incoming telephone calls for all of Penn National Insurance Offices and subsidiaries by gathering details to determine who the customer needs to speak with, then conferencing and introducing the customer to the other party.  

 

 

Competencies and Essential Duties of the Switchboard Operator

 

Team Building:

Demonstrates honesty; keeps commitments made to others; behaves in a consistent manner; keeps sensitive information confidential; adheres to moral, ethical, and professional standards, regulations, and organizational policies

Listens to others and objectively considers their ideas and opinions, even when they conflict with own

 

Attention to Details:

Answers incoming calls, gather details, then conference the customer to the appropriate party.  Operates telephone hardware with accuracy.  Simultaneously uses multiple systems to assist customers

 

Quality Orientation:

Provides a prompt, accurate, kind and professional customer experience

Works directly with internal and external customers and presents a high level of professionalism and customer service at all times

 

Planning and Organizing:

Takes immediate action when confronted with a problem or when made aware of a situation

 

Positive Approach:

Ability to recognize a security risk situation and respond as trained by Penn National Insurance

Supports other areas of the division and Customer Contact Center Team as requested

 

Applied Learning:

Learns and apply general knowledge of company procedures

Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback

 

Performs various projects requested or assigned by the Group Leader Customer Contact Center

Corporate Core Competencies of the Switchboard Operator

 

Effectively Communicates and Connects:

Communicates clearly and concisely

Prepares written communications that adhere to department standards

Attentively listens and asks clarifying questions

Builds a positive relationships within the workplace

 

Customer Focused:

Develops and maintains knowledge about the needs of customers and how the team provides value

Aware of customer risks and when to escalate risks

Identifies and utilizes the appropriate resources to solve customer problems

Accelerates follow-up and action to resolve issues

 

Talent Development Mindset:

Brainstorms ideas for technical and/or professional development

Works with supervisor to identify relevant development opportunities, shadow opportunities, including technical skill building and professional skill enhancement

Acts on opportunities to recognize colleagues for a job well done

 

Demonstrates Adaptability:

Seeks to understand others' needs and perspectives, especially those different from incumbent’s own

Open to learning about new and challenging ideas to drive the success of the work in which incumbent is involved

Learns how to be flexible to accommodate deliverables and prioritize work effectively

 

Demonstrates Accountability:

Takes ownership of mistakes and consults with others to resolve, learning from the experience

Consistently checks the accuracy of work

Provides coverage or assistance to others when needed

Proactively steps up to provide guidance or assistance

 

 

Special Relationships of the Switchboard Operator

 

Daily contact with external and internal customers via the telephone

Directs any telephone problems to the Customer Contact Center Group Leader or Analyst

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Why Penn National Insurance

A career with Penn National Insurance/Inservco offers a total rewards package that makes us a regional employer of choice.  When you are part of the Penn National Insurance/Inservco family, we want you to feel secure in:

     Your Career: We offer a comprehensive benefit and compensation package including a generous 401k match, graded profit sharing, recognition programs, and incentive compensation.  Additionally, Penn National Insurance/Inservco company policy provides for remote access, flex-scheduling, and a dress-for-your-day dress code. 

     Your Employer: Penn National Insurance celebrated its 100th anniversary in 2019.  With the $1 billion direct written premium threshold in sight, the company is utilizing innovation solutions and analytic insights to grow its share of the small commercial and middle market business, as well as personal lines.  Our proud tradition of adhering to a relationship-driven business model, and our ability to adapt to changes over time reinforce our reliability and strength.

     Your Community: The Company and our employees donate more than half a million dollars annually to fund enrichment programing throughout the communities we serve.  Our United Way campaign raised an additional three hundred fifty thousand dollars last year.  We are also taking real steps to decrease our environmental impact.  We have added bicycle accommodations, enhanced energy efficiency, introduced water conservation measures, and implemented cool-roof technology.

     Your Future: We create a rewarding career path and enable long-term retention by offering enhanced benefits around continuing education and professional development.  The average employee tenure at Penn National Insurance is 14 years!

Qualifications for the Switchboard Operator

Education/Credentials:

High School Diploma or equivalent required

Experience:

Previous customer service and/or call center experience

Technical/Professional Knowledge:

PC skills are necessary

Very strong customer service and communication skills

Understands and applies company guidelines during a crisis situation

Have knowledge of, or be trained to understand the various departments within Penn National Insurance and its subsidiaries, and their primary functions

Job Requirements (as required by ADA:

This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.

Must be able to see and effectively use a computer monitor.

Must be able to operate a computer, keyboard and applicable printers and other general office equipment.

Must be able to access and enter information accurately using automated systems.

Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.

Must be able to present information to individuals and groups.

Must be able to interpret and apply concepts that may or may not be based upon established guidelines.

Must be able to maintain acceptable attendance and adhere to scheduled work hours.

Must have a valid driver’s license and be able to operate a motor vehicle.

Must be able to travel, with overnight stays required.

 

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