Customer Service Representative

3 weeks ago

Watertown, Massachusetts, United States Massachusetts Medical Society Full time
Customer Service Representative Job Description

We are seeking a motivated and customer-oriented Customer Service Representative to join our growing insurance agency. In this pivotal role, you will be instrumental in enhancing customer satisfaction and streamlining our operational processes.

Responsibilities:
  • Serve as the primary point of contact for customer inquiries and service requests, collaborating with insurance brokers to ensure prompt and accurate responses that directly contribute to maintaining high levels of customer satisfaction and loyalty.
  • Handle servicing requests promptly, accurately, and efficiently, coordinating with internal team members or third-party carriers to resolve issues and deliver critical documentation to clients in a timely manner.
  • Set up and administer self-service customer portal accounts for clients, guiding them on tool usage and highlighting functionalities to encourage ongoing engagement.
  • Prioritize and manage customer requests effectively, demonstrating strong organizational skills and the ability to multitask to ensure that all client needs are addressed promptly, reinforcing PI's commitment to exceptional service.
  • Own the latter stages of the onboarding and renewal processes, including policy binding and maintaining documentation in PI's agency management system to ensure compliance with regulatory standards and smooth transitions for customers.
  • Collaborate with insurance brokers to ensure a smooth handover of onboarding and renewal customers, maintaining clear communication throughout to deliver a cohesive customer experience.
  • Conduct accurate data entry and management across PI's agency management system, application management system, and customer portal, ensuring consistency and facilitating seamless customer service.
  • Monitor and track renewal timelines, proactively identifying upcoming renewals and initiating the process in collaboration with the team.
  • Identify and suggest opportunities for process enhancements in customer service and renewal management, supporting execution to contribute to continuous operational improvement.
  • Handle policy endorsements and changes, ensuring all updates are accurately reflected in our systems and communicated to clients clearly and promptly.
  • Participate in ongoing training and development programs to enhance your insurance knowledge and customer service skills, directly benefiting our clients and the organization.
Qualifications:
  • 2+ years of experience in a customer service role within the insurance industry
  • Valid insurance licenses or willingness to obtain within a specified timeframe
  • Proficiency in insurance agency management systems (e.g., Applied EPIC, Indio) and customer portal platforms (e.g., CSR24)
  • Excellent verbal and written communication skills with a willingness to directly engage with clients
  • Customer-focused mindset with a commitment to delivering exceptional service
  • Detail-oriented with a high level of accuracy in data entry and documentation
  • Strong organizational skills with the ability to manage multiple tasks and prioritize effectively
  • Foundational understanding of insurance products and industry terminology
  • Proficiency in Microsoft Office Suite, particularly Word and Excel
  • Ability to work independently and collaborate effectively with a team
  • Adaptability and willingness to learn new technologies and processes
Benefits:

Our generous benefits offerings include: 2 weeks of paid vacation, 6 personal days, 12 sick days, 13 paid holidays, medical and dental plans, 401(k) plans with company match, back-up childcare assistance, tuition assistance and more

The MMS has earned praise as one of the Top Places to Work in Massachusetts by The Boston Globe for the past 13 years in a row The Globe surveys employees regarding their opinions about company leadership, benefits, ethics, values and culture, and recognizes those companies who receive high marks from their employees.

Massachusetts Medical Society is an Equal Opportunity Employer: Min/Fem/Vet/Disabled

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