Customer Service Representative
3 days ago
Objective
The Customer Service Representative provides excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the agency owner with attaining agency service goals.
Customer Service
Provides personalized, professional customer service experiences through building trust and developing strong customer relationships
Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures
Drives customer satisfaction by following the J.D. Powers best practices: Personal Insurance Review, rate revision notification and claims process
Processes changes to existing accounts and policies
Serves as a liaison on behalf of the customer between the agency and various business partners
Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.
Agency Operations
Schedules appointments with existing or prospective customers for agency employees
Performs daily administrative functions to assist the agency owner, office manager or sales unit manager
Assists with set up and execution of agency events
Assist with cash handling and banking activities
Insurance Sales
Participates in reviews of existing coverages and may advise customers regarding policy options
Estimates and quotes policy premiums complying with underwriting guidelines
Identifies cross-selling opportunities during customer interactions and takes appropriate action
Contacts appropriate business partners for guidance when needed
Education/Licenses/Designations
Property, casualty licenses (life and/or health to be determined by the agent). Licenses must be maintained to continue employment.
Valid drivers license required
Role Requirements
Demonstrated customer service experience
Effective communication skills
Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)
Solid knowledge and understanding of basic mathematical skills
Working Conditions
General office setting
Schedule is Monday-Friday, 9-5, however, there may be occasional evenings and/or weekends
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