Customer Service Representative

3 days ago

Frankfort, Kentucky, United States Big I Kentucky Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Big I Kentucky. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, handling customer inquiries and concerns, and working closely with our insurance carriers and team members to ensure seamless service delivery.

Key Responsibilities
  • Provide top-notch service to existing clients, including updating policies, providing quotes, taking payments, and answering questions.
  • Answer customer calls and correspondence regarding new or existing insurance policies and service all claims, including regular and after-hour claims.
  • Work with new clients or support a producer in understanding their needs, gathering necessary data, researching policy options, presenting options, finalizing and binding new coverage, canceling old policies, and negotiating with carriers when necessary.
  • Set appointments and/or client calls or support a producer to review existing policies, review liability limits and exposures, explore other coverage needs, evaluate replacement costs, round out accounts, and bind renewals.
  • Confer with customers to provide detailed information about products and services, quote new business, process renewals and/or cancel accounts, take payments, and provide requested documentation.
  • 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.
  • Review audits or policies; verify accuracy and facilitate corrections, as needed, between client and carrier.
  • Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.
Requirements
  • Minimum of one year commercial lines insurance account experience.
  • 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.
  • Strong customer focus and excellent phone manner; display strong written and verbal communication skills as well as excellent math and reading skills to perform calculations.
  • Possess a sense of urgency, attention to detail, organization, multi-tasking, and follow-up skills and the ability to handle difficult situations with customers and solve complex problems without direct supervision.
  • Excellent time management skills with a personal accountability mindset as well as technology and computer proficiency, including agency management systems, rating tools, and carrier website navigation.
Benefits
  • Competitive Pay
  • Professional Development
  • Job Stability in a growing industry

Compensation: $25.00 per hour

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