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Client Support Specialist
2 months ago
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 reputable Fortune 500 organization, contributing to a diverse and inclusive workforce of over 5,000 employees and more than 2,200 independent agencies. Our personnel operate from the Home Office in Erie, PA, as well as from our Field Offices across 12 states and Washington, D.C. To attract and retain exceptional talent, we offer competitive compensation and a comprehensive benefits package.
Position Overview: Under close supervision, the First Notice of Loss (FNOL) Representative engages with customers to comprehend their requirements, clarify details, and provide solutions using company resources. This position requires working second shift hours from 3:00 PM to 11:00 PM, five days a week, with the flexibility to work on weekends and holidays.
Key Responsibilities:
- Utilize various platforms to address customer inquiries
- Apply knowledge of company policies to facilitate appropriate discussions and guide customers accordingly
- Resolve issues within established authority, escalating as necessary
- Manage and service office account records
- Process loss reports, claims, and deliver claims services
- Participate in training sessions to stay updated on 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.
Ability to type a minimum of 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
