Primary Focus: The Customer Service Representative’s focus will be to strengthen customer satisfaction by providing exceptional customer service to our valued clients.
Roles & Responsibilities:
- Provide day-to-day service to our clients, including but not limited to certificate issuance, endorsement processing, policy checking, billing inquiries, invoicing, and consultation.
- Collaborating with the Customer Service Department to increase customer satisfaction
- Comply with internal processes and service standards
- Continuously provide clear and professional verbal/written communication with Clients, carriers, and other internal team members
- Assist with training new customer service agents
- Acts as a resource to others, with the ability to train
- Stay informed on all internal processes, as well as the carrier
- Retain accounts through proactive customer service, expectation setting, and follow-through
- Performs special projects to accomplish the company’s overall goals
Standards of Performance:
- Activity supports & incorporates the company's mission and core values into daily activities.
- Maintains a positive and respectful attitude with colleagues.
- Works as a team member to achieve both departmental and overall company goals.
- Demonstrates positive customer service skills – internally and externally – with effective communication, integrity, and respect.
- Maintains confidentiality of all information related to clients, customers, employees, carriers, or, as appropriate, other information.
- Demonstrates leadership skills and continually leads by example.
Qualifications:
- Property & Casualty License
- Education/Experience: High school diploma or general education degree (GED); or one to three months of related experience and/or training; or equivalent combination.
- Intermediate Math Skills: Ability to apply concepts of introductory algebra.
- Language Skills: Ability to read, analyze, and interpret complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to make compelling and persuasive presentations on complex topics to top management and other stakeholders.
- Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a wide variety of technical instructions and deal with several abstract and concrete variables.
- Physical Demands: The physical demands described are representative of those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this office job, the employee is regularly required to talk and hear, sit, stand, walk, and use hands. The employee is frequently required to reach with hands and arms; The employee is occasionally required to stoop, kneel, & crouch.
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