Customer Service Representative

Job description:

Customer Service & Sales Representatives work to maximize positive customer experiences by responding to customer inquiries or complaints regarding the company's products or services. They will communicate with internal and external customers about basic underwriting guidelines, policies, and marketing initiatives to service customer accounts. Additionally, Customer Service & Sales Representatives will analyze, clarify, and resolve policy and account-related questions. The position of the Customer Service & Sales Representative offers not only the opportunity for retention but agency growth through the expansion of a household by means of cross-selling multiple lines. This action will generate greater retention within the agency as well as new business growth.

Core job duties include (but are not limited to):
• Become licensed in Property & Casualty as well as Life, Accident and Health
• Verify ALL contact information with every customer
• Determine customer requirements and expectations in order to help the customer identify specific products and solutions
• Review renewal business and identify appropriate follow-up action based on degree of change, process any simple policy changes, issue all certificates of insurance as needed
• Block off schedule for Cross-sell/up-sell products to existing customers
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Assist with the annual review process by contacting customers and preparing personalized customer coverage recommendations based on customers' needs. Work with the Agent and Producer on scheduling FFR's/eFFR's/Renewal Reviews
• Client/Claims liason
• Identify complex service issues and refer those to the Account Executive and set reasonable expectations for the customer
• Refer unresolved customer grievances or complex customer interactions to senior team member
• Implement/adhere to company and Agency guidelines
• General customer service duties, process payments, take inbound phone calls, answer basic customer inquiries-such as billing, coverage, etc.
• Follow up Thank You for new business
• Performs other duties as assigned

Core competencies

• Business Results: Able to meet individual performance metrics and goals. Multi-tasking: Able to successfully juggle multiple priorities at any given time.
• Attention to Detail: Maintain accurate and descriptive accounts of all customer interactions
• Job Knowledge: Understand basic product, billing, underwriting, and processing guidelines.
• Teamwork: Accept feedback when offered and work well with others.
• Problem solving: Able to research and identify timely solutions to customer-related problems.

Physical environment

Required job duties are normally performed in a climate-controlled office environment.

Preferred skills and abilities

• Previous customer service experience highly preferred.
• Ideal candidate will have basic PC skills, basic math skills, strong analytical capability, conflict resolution skills, the ability to multi-task.
• Bilingual (if applicable to area), and strong verbal and written communication skills.

Job Types: Full-time, Part-time

Pay: $25.00/hour (including commission and bonuses)

Expected hours: 40 per week

Benefits:

• Health insurance
• Paid time off

Shift:

• 8 hour shift
• Day shift

Work Location: In person