Customer Service Representative

1 week ago

Greenville, North Carolina, United States The Gavigan Agency, LLC Full time
Customer Service Representative

The Gavigan Agency, LLC is seeking a skilled Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, handling customer inquiries, and resolving issues in a timely and professional manner.

Key Responsibilities:

  • Answer customer calls and correspondence regarding new or existing insurance policies
  • Process customer payments
  • Assist customers with filing and managing claims
  • Work with prospects to gather necessary risk information, research policy options, prepare and present quotes, and bind new business
  • Set appointments and/or client calls to review existing policies, revise liability limits, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals
  • Resolve product or service issues by clarifying the customer's concern, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution
  • Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in agency management system
  • Participate in agency marketing activities, meet with carriers, attend CE sessions and other agency functions
  • Perform administrative duties as needed such as answering phones, opening mail, and greeting visitors

Requirements:

  • Hold an active North Carolina Property and Casualty Insurance License
  • Have at least 1 to 3 years of personal lines insurance account management experience
  • Demonstrate strong knowledge of insurance products and usages, rating procedures, underwriting procedures, coverages, and industry operations to effectively manage, maintain, and write assigned clients and prospects
  • Demonstrate strong customer focus, people orientation, and written and verbal communication skills
  • Display a positive, helpful attitude to help create a friendly, caring environment for clients and co-workers
  • Be a self-starter with excellent time management skills with a personal accountability mindset
  • Possess excellent math and reading skills to accurately perform simple calculations
  • Have strong attention to detail, organization, multi-tasking, and follow up skills
  • Have the ability and tact to handle difficult customer phone calls and solve complex problems without direct supervision
  • Have technology and computer proficiency, including agency management systems

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