Customer Service Representative

3 days ago


Columbus, Nebraska, United States American Family Insurance - Burgess & Associates, LLC Full time
Job Overview

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer service experiences, resolving customer inquiries, and driving customer satisfaction.

Key Responsibilities
  • Provide personalized, professional customer service experiences by building trust and developing strong customer relationships.
  • Respond to customer inquiries regarding coverages, billing, claims, or products by following established agency processes and procedures.
  • Drive customer satisfaction by following J.D. Powers best practices: Personal Insurance Review, rate revision notification, and claims process.
  • Process changes to existing accounts and policies.
  • Serve as a liaison on behalf of the customer between the agency and various business partners.
  • Assist customers with claims by directing them to the appropriate Claims Department contacts and resources. Follow up to ensure customer needs are addressed.
  • Schedule appointments with existing or prospective customers for agency employees.
  • Participate in reviews of existing coverages and may advise customers regarding policy options.
  • Estimate and quote policy premiums complying with underwriting guidelines.
  • Identify cross-selling opportunities during customer interactions and take appropriate action.
  • Contact appropriate business partners for guidance when needed.
Requirements
  • Bilingual English & Spanish.
  • High school diploma or equivalent.
  • Valid driver's license.
  • Ability to work independently to plan, set priorities, and organize work.
  • Effective communication skills.
  • Experienced with PC software applications (Microsoft Office Suites, Internet Explorer).
  • Solid knowledge and understanding of basic mathematical skills.
Preferred Qualifications
  • Property and Casualty insurance licensing is preferred before hiring and is required before beginning employment.
  • Active involvement in local community.
  • Demonstrated effective prospecting and sales experience.


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