Customer Service Representative

Job Type

Full-time

Description

Candidates must reside within 50 miles of our Gainesville, FL office and be willing to work on-site.

A minimum of two (2) to three (3) years of customer service or call center work experience is required. Previous work experience in insurance services or related service industry is a plus.

Tower Hill Insurance Group has an exciting opportunity for a talented Customer Service Representative who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry.

The Customer Service Representative is the intermediate professional level responsible for providing excellent customer service support to Insureds, Agents, and related businesses via telephone, emails, or mail correspondence. The role may also perform processing work as assigned when not providing customer service via phone or email. Incumbents in this role may also aid leadership with special projects, daily audits, and other customer service tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle inbound/outbound phone and email inquiries about policy changes, renewals, billing information, cancellations, initial claim reporting, claims status, policy guidelines and procedures, policy quoting, and ability to discuss the policy declarations page in detail.

• Service the following contact center queues (Policy Inquiry, Claims, Agency Service, Commercial and TH Specialty Policy and Agency Service) other queues may be assigned as needed.

• Achieve a monthly production score of 87% or above for the following categories: Call Performance, Policy Audits, Aux Reporting, Schedule adherence, and Attendance for six consecutive months.

• Discuss and provide detailed explanation of our Policy Declarations Page which lists each coverage associated with premium amounts.

• Discuss detailed information of endorsement changes made to the policy.

• Provide detailed breakdown of Tower Hill Insurance Exchange.

• Document summary of each customer contact via our system applications.

• Rely on instructions and pre-established guidelines to perform the functions of the job.

• Provide professional and correct information in a business-like and friendly manner with the goal of ensuring customer satisfaction.

• Strive for first-call resolution, including providing options and alternatives to best assist the customer.

• Maintain full knowledge of department FAQs documents.

• Work extended hours to meet Call Center demands and during catastrophes events as needed.

• Prepare faxes, emails, receipts, and other correspondence as requested.

• Conform to proper business etiquette and company guidelines including THIG core values with a positive attitude.

• Assist leadership with special projects and other assigned tasks.

ADDITIONAL DUTIES

This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations of the position. Tower Hill reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION

High School Diploma or GED required.

EXPERIENCE

Minimum of two (2) to three (3) years of customer service or call center work experience required. Previous work experience in insurance services or related service industry is a plus.

CERTIFICATIONS

Professional Insurance Designations preferred.

LICENSES

Valid Driver's License required.

Florida 4-40 Customer Service License preferred.

BENEFITS

• Medical
• Dental
• Vision
• Life & Disability Insurance
• 401(k)
• Health Savings Account
• Accident, Critical Illness and Hospital Indemnity
• Pet insurance
• Paid time off & Holiday pay

We offer competitive pay and benefits, and well-being programs to support you and your family. For more information about our company, careers and Total Compensation visit: Total Compensation - Tower Hill Insurance (thig.com)

Tower Hill Insurance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Tower Hill Insurance is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to hrdepartment@thig.com and let us know the nature of your request and your contact information.

All applicants will receive an acknowledgement that their application has been received. Candidates will not receive status updates regarding their application; however, those candidates selected for further consideration will be contacted by Human Resources.

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