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Insurance Service Coordinator
2 months ago
We are seeking a highly skilled and motivated Customer Service Representative to join our team at Plymouth Rock Assurance. As a Customer Service Representative, you will play a critical role in delivering exceptional customer service and support to our policyholders.
Key Responsibilities:- Policy Inquiries and Resolution: Answer questions and resolve issues related to policies, coverages, and premiums in a timely and professional manner.
- First Call Resolution: Deliver first call resolution and make it easy for customers to get the information they need.
- Product Knowledge: Develop and maintain complete product knowledge of all three lines (Auto, Homeowner, and Umbrella) to provide accurate and informed responses to customers.
- Policy Updates and Changes: Accurately enter and update policy information into various processing systems and handle phone inquiries.
- Agent and Company Relationships: Develop and foster strong relationships with agents and companies to provide excellent service and support.
- Research and Policy Changes: Perform research and initiate changes/corrections to customers' policies according to established procedures and sound business judgment.
- Customer and Agent Expectations: Meet and/or exceed customer and agent expectations by providing professional and efficient service through positive interactions and extensive product knowledge.
- Schedule and Availability: Work a flexible schedule, including shifts between 8:00am–7:00pm Monday – Friday and 10:00am–3:00pm every third Saturday.
- Interpersonal and Communication Skills: Possess above-average interpersonal, listening, communication, and organizational skills to effectively interact with customers and agents.
- Analytical and Decision-Making Skills: Demonstrate good analytical and decision-making skills to resolve complex issues and make informed decisions.
- Computer and Data Entry Skills: Possess excellent computer/data entry and general math skills to accurately enter and update policy information.
- Energy and Motivation: Show high energy and motivation to follow up and take ownership of customer issues.
- Flexibility and Pressure Management: Demonstrate flexibility and ability to work under pressure to meet customer and agent expectations.
- Learning and Development: Show willingness and ability to learn new functions within the Customer Solutions Center.
- Language Skills: Possess the ability to communicate in Spanish (a plus).
- Education and Certifications: Hold a college degree and/or NJ Property & Casualty license (a plus).
Plymouth Rock Assurance is a leading provider of personal and commercial auto and homeowner's insurance throughout the Northeast and mid-Atlantic. We invest in technology, empower our employees, and have built an unparalleled reputation for service.
