Customer Experience Specialist

1 day ago


Renton, Washington, United States Rosalba Valerio Agency LLC - American Family Insurance Full time
About Rosalba Valerio Agency LLC - American Family Insurance
At Rosalba Valerio Agency LLC, we're committed to providing exceptional service to our customers. We believe in fostering strong relationships with our clients and exceeding their expectations. Our team is dedicated to delivering personalized solutions tailored to each individual's needs.

Job Summary
We're seeking a highly motivated Bilingual Customer Experience Specialist to join our dynamic team As a key member of our team, you will be responsible for providing excellent customer service to potential and existing customers. Your primary objective will be to identify opportunities to cross-sell and coordinate with sales specialists for follow-up. You will also assist the agency owner with attaining agency service goals.

Responsibilities:
  • Provide personalized, professional customer service experiences through 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. Power's 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.

Agency Operations:
  • Schedule appointments with existing or prospective customers for agency employees.
  • Perform daily administrative functions to assist the agency owner, office manager, or sales unit manager.
  • Assist with setup and execution of agency events.
  • Assist with cash handling and banking activities.

Insurance Sales:
  • 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:
  • Demonstrated customer service experience.
  • Effective communication skills.
  • Experienced with PC software applications (Microsoft Office Suites, Internet Explorer).
  • Solid knowledge and understanding of basic mathematical skills.


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