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Customer Service Representative

1 month ago

Carlsbad, United States Integrated Specialty Coverages, LLC Full time

Job Summary:

As a Customer Service Representative at Gaslamp Insurance Services, you are responsible for providing call support for the agency, managing our customer database, assisting the customer with their needs, and/or connecting customers to the team member they need, ensuring a positive experience with Gaslamp. Gaslamp Insurance Services is headquartered in Carlsbad, California. For this position the working hours are from 8:30a PST to 5p PST, Monday through Friday.

Must live in the USA to be considered.

Position Responsibilities:

First call resolution: Greet and triage inbound customer calls, or promptly return customer voicemail inquires, addressing their needs and providing informative guides and information to foster a successful customer experience.

Administer customer requests for non-premium policy changes, such as name and address changes, contact information changes, cancellation and reinstatement requests, and keeping quality records of the interactions and transactions, attaching details/source documents in our agency management system.

Guide customers through the claim intake processes, providing helpful insight on timelines and who they can expect to communicate with regularly throughout the course of their claim review.

Prepare and distribute verification of coverage certificates, ensuring accuracy of the information provided.

Partner with agent and customer to elicit essential subject elements of the call, asking probing questions to acquire as much useful information as possible, ensuring a successful and efficient call transfer.

Minimum Qualifications:

High School Diploma or general education degree (GED)

1 year in a clerical customer service-related field

1 year utilizing Microsoft Office and/or digital CRM software.

Preferred Qualifications:

Oral & written communication skills

Aptitude to engage customers, providing support through clarity and concision

Kindness, integrity and respect for all people

A genuine care and concern for detail & accuracy

Ability to remain calm in a dynamic, fast-paced environment

Bilingual (spanish) is a plus

Career progression:

After mastering the ideology and application of creating a great customer experience, the next stage of progression within Gaslamp is a Case Specialist. A qualified Case Specialist possesses intellectual and analytical skills, tailoring each experience to fit the needs of the customer on a case-by-case basis, while staying within the principals of insurance, ethics and best practices; a sharp attention to detail; a proactive mindset; and, the ability to deal with ambiguity by taking control of the case trajectory, obtaining the information vital to complete the task at hand.

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