Client Support Specialist

1 week ago


Erie, Pennsylvania, United States Erie Insurance Group Full time

Job Title: Customer Service Representative

Company: Erie Insurance

Location: Erie, PA, US

Division or Field Office: Customer Service Division

Department of Position: FNOL Contact Center Ops Dept

Work from: Corporate Office, Erie, PA

At Erie Insurance, you become part of a distinguished Fortune 500 organization, contributing to a diverse and inclusive workforce of over 5,000 employees and more than 2,200 independent agencies. Our team members operate from our Home Office in Erie, PA, and various Field Offices across 12 states and DC. We prioritize attracting and retaining top talent by offering competitive compensation and a comprehensive benefits package.

Position Overview: The First Notice of Loss (FNOL) Representative, under close supervision, actively engages with customers to identify their needs, clarify details, and provide solutions utilizing company knowledge. This role requires second shift availability from 3:00 PM to 11:00 PM, five days a week, with flexibility to work weekends and holidays.

Key Responsibilities:

  • Utilize various platforms to address customer inquiries
  • Apply company policy knowledge to facilitate appropriate discussions and guide customers accordingly
  • Resolve issues within established authority, escalating as necessary
  • Manage and maintain office account records
  • Process loss reports, claims, and deliver claims services
  • Participate in training sessions to uphold knowledge of policies and procedures
  • Assist in training and mentoring less experienced staff

Core Competencies:

  • Values Diversity
  • Nimble Learning
  • Self-Development
  • Job-Specific Knowledge
  • Collaborates
  • Customer Focus
  • Cultivates Innovation
  • Instills Trust
  • Optimizes Work Processes
  • Ensures Accountability
  • Detail Orientation
  • Decision Quality

Qualifications:

A high school diploma or GED is required.

Previous experience in customer service is preferred.

Typing proficiency of at least 28 words per minute is preferred.

Proficiency in word processing and spreadsheet software is required.

Completion or pursuit of insurance education is preferred.

Physical Requirements:

  • Lifting 0-20 lbs: Frequent
  • Lifting 20-50 lbs: Occasional
  • Lifting Over 50 lbs: Occasional
  • Driving: Rarely
  • Pushing/Pulling: Frequent
  • Manual Keying/Data Entry: Frequent
  • Climbing: Rarely


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