Customer Support Specialist

4 weeks ago

Lime Springs, Iowa, United States First MainStreet Insurance, L.C. Full time

POSITION TITLE: Service Specialist

REPORTS TO: Operations Department

CLASSIFICATION: Non-exempt EEO CLASSIFICATION: Administrative

POSITION SUMMARY:

The Service Specialist plays a crucial role in ensuring the delivery of exceptional service and support to our esteemed clients. This position involves providing administrative assistance to the Account Manager, Account Executive, Risk Advisor, and addressing overall office requirements. The Service Specialist will efficiently handle all administrative tasks, including data integration and reporting for the team, contributing to a collaborative and resourceful office environment at First MainStreet Insurance.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

  • Foster and maintain strong relationships with clients.
  • Engage in regular communication with accounts to proactively resolve issues, gather insights, and identify growth opportunities.
  • Ensure timely completion of assigned tasks to support account management.
  • Manage and relay information from clients to mitigate risks effectively.
  • Monitor client satisfaction levels and implement proactive measures to enhance account retention.
  • Assist in marketing new and renewal business alongside a Risk Advisor or Account Manager.
  • Oversee all account-related work within our agency management system to ensure data accuracy.
  • Handle office operations, including mail, telecommunication, and supply management.
  • Seek opportunities to expand knowledge of industry trends, market conditions, and competitive landscape.
  • Utilize provided tools to efficiently manage an assigned book of business.
  • Maintain confidentiality regarding client and carrier information.
  • Perform additional duties as assigned that align with the position.

SKILLS & COMPETENCIES

  • Demonstrated experience in service management or a related client-facing role.
  • Proficient in Microsoft Office and capable of quickly learning other applications to enhance efficiency in a paperless environment.
  • Excellent communication and interpersonal skills, with the ability to effectively engage with clients and stakeholders at all levels.
  • Strong problem-solving abilities with a focus on client satisfaction.
  • Exceptional organizational and time management skills.
  • Collaborative mindset with the ability to motivate and support a high-performing team.
  • Adaptability to a fast-paced and dynamic work environment.

PHYSICAL DEMANDS: The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this role. While fulfilling the duties of this position, the employee is regularly required to communicate verbally and listen for instructions and information. The employee is also required to sit for extended periods, often in front of a computer monitor, and operate a computer keyboard. Occasionally, the employee must lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Summary: This job description aims to outline the typical level of work required by the individual performing the role. The essential job functions listed are primary duties and responsibilities, with the understanding that other tasks may be assigned as necessary.

This description is not intended as a contract and is subject to change. Any written contractual agreements will take precedence over this job description. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

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