Certified Customer Support Specialist

2 weeks ago

Phoenix, Arizona, United States Farmers Insurance Full time
Job Overview

Position Summary:

The role of a Customer Service & Sales Representative is pivotal in enhancing customer satisfaction by addressing inquiries or concerns related to the company's offerings. This position involves effective communication with both internal and external clients regarding fundamental underwriting standards, policies, and promotional strategies to manage customer accounts efficiently. Moreover, representatives will assess, clarify, and resolve inquiries related to policies and accounts. This position not only focuses on customer retention but also fosters agency growth through the cross-selling of various insurance products, ultimately leading to increased retention and new business opportunities.

Key Responsibilities:

  • Maintain a valid license in Property & Casualty or Personal Lines.
  • Confirm all customer contact details during interactions.
  • Identify customer needs and expectations to assist them in selecting suitable products and solutions.
  • Review renewal accounts and determine necessary follow-up actions based on changes, process straightforward policy amendments, and issue required certificates of insurance.
  • Allocate time for cross-selling and upselling products to current clients.
  • Document customer interactions and transactions, detailing inquiries, complaints, and actions taken.
  • Support the annual review process by reaching out to clients and preparing tailored coverage recommendations based on their needs, collaborating with agents on scheduling reviews.
  • Act as a liaison for clients and claims.
  • Address complex service challenges and set realistic expectations for clients.
  • Resolve customer complaints or intricate interactions.
  • Perform general customer service tasks, including processing payments and handling incoming calls regarding basic inquiries such as billing and coverage.
  • Send follow-up thank-you messages for new business.
  • Execute additional duties as assigned.

Essential Competencies:

  • Business Acumen: Capable of achieving individual performance targets.
  • Multi-tasking: Proficient in managing multiple priorities simultaneously.
  • Attention to Detail: Ensure accurate and thorough documentation of all customer interactions.
  • Product Knowledge: Comprehend basic product offerings, billing processes, underwriting, and procedural guidelines.
  • Team Collaboration: Open to feedback and able to work effectively with colleagues.
  • Problem-Solving: Skilled in researching and identifying timely solutions to customer-related issues.

Work Environment:

Typical job functions are carried out in a climate-controlled office setting.

Preferred Qualifications:

  • Prior experience in customer service, particularly with Farmers Insurance, is highly desirable.
  • The ideal candidate will possess basic computer skills, fundamental math abilities, strong analytical skills, conflict resolution capabilities, and the ability to manage multiple tasks.
  • Excellent verbal and written communication skills are essential.

Job Type: Full-time

Compensation: $45,000-50,000 annually, depending on experience, plus commission and bonus potential.

Expected Work Hours: 40 hours per week

Benefits:

  • Paid time off

Shift:

  • 8-hour shifts
  • Daytime hours

Work Location: In-person

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