Customer Service

3 weeks ago

Spokane, United States Victoria Dalebout Insurance Agency Inc Full time
Job DescriptionJob Description

The Customer Service/Account Manager is dedicated to enhancing customer satisfaction by addressing inquiries or issues related to the company's offerings. They engage with both internal and external stakeholders, providing guidance on underwriting principles, policies, and promotional efforts to support customer accounts. Furthermore, Account Managers assess, clarify, and resolve inquiries regarding policies and accounts. This role not only focuses on customer retention but also drives agency growth by promoting additional product lines to expand customer portfolios, fostering stronger client relationships and increasing overall retention rates.


Benefits

Annual Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Dental Insurance

Vision Insurance

Mon-Fri Schedule


Responsibilities
  • Understand customer needs to recommend suitable products and solutions.
  • Review renewal business and take necessary follow-up actions based on changes.
  • Greet walk-in clients and assist with processing payments.
  • Utilize our customer management center to document interactions, create follow-up tasks, and resolve concerns.
  • Educate existing customers on additional products to enhance coverage.
  • Maintain detailed records of customer interactions and transactions.
  • Assist with annual customer coverage reviews and offer personalized recommendations.
  • Act as a liaison between clients and claims department to ensure customer satisfaction.
  • Refer complex customer issues to senior team members.
  • Adhere to company and agency guidelines.
  • Handle client emails in a professional manner.
  • Provide general customer service and perform other assigned duties.
  • Stay updated on new products and company initiatives.
  • Research and provide timely solutions to customer inquiries.
  • Maintain confidentiality of customer and agency information.
  • Accept and implement feedback for professional growth.
  • Navigate multiple computer systems to resolve policy changes and process customer payments promptly.
  • Adapt to changing work situations and environments effectively.

Requirements
  • Licensing Requirements: Obtain Property & Casualty license before the first day of employment and acquire Life & Disability license within 60 days.
  • Must maintain a valid Drivers License & reliable transportation.
  • Background check: Must complete and pass background check prior to employment.
  • Excellent Communication Skills: Strong verbal and written communication skills are essential for effectively interacting with customers, colleagues, and insurance providers.
  • Knowledge of Insurance Products: Familiarity with various insurance products such as auto, home, life, and specialty insurance is crucial for providing accurate information and assisting customers with their inquiries.
  • Customer Service Experience: Prior experience in customer service roles is often required, as well as a demonstrated ability to handle inquiries, resolve complaints, and provide exceptional service to customers.
  • Attention to Detail: Insurance-related tasks often involve handling sensitive information and complex policies, so attention to detail is critical to ensure accuracy in processing claims, updating policies, and addressing customer concerns.
  • Problem-Solving Skills: The ability to analyze customer needs, identify solutions, and resolve issues efficiently is vital for customer service representatives in the insurance industry.
  • Computer Proficiency: Proficiency in using computer systems and software applications is typically required for tasks such as managing customer accounts, processing payments, and generating reports.
  • Regulatory Knowledge: Familiarity with insurance regulations and compliance requirements is important for ensuring that customer interactions and transactions adhere to industry standards and legal guidelines.
  • Empathy and Patience: Dealing with customer inquiries and concerns, especially during stressful situations such as claims processing, requires empathy, patience, and a compassionate approach.
  • Team Player: The ability to collaborate effectively with colleagues, insurance agents, and other stakeholders is essential for providing seamless customer service and achieving organizational goals.
  • Adaptability: The insurance industry is dynamic, with evolving products, regulations, and customer needs. Customer service representatives must be adaptable and willing to learn new skills to meet changing demands.

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