Personal and Commercial Lines Insurance Customer Service Specialist

Firefly is an insurance agency with more than 200 branches around the country. Most of our customers are serviced by their local agents. However, we also have a book of "house" accounts who no longer have a local agent.

We are looking for someone to join our team to be a front-line CSR to service, retain, and cross sell Firefly's existing personal lines and commercial lines house accounts.

Please note: If you get this job, you'll do your daily work from home. However, Firefly holds two to three required in-person meetings each year in Columbus, Ohio. We know from experience that proximity to Columbus matters. That's why we're looking for candidates who live in one of these states:

• Ohio
• West Virginia
• Indiana
• Illinois
• Kentucky
• Pennsylvania
• North Carolina
• Tennessee
• Michigan

You will work from your home using:

• A software phone, email, task management tools, electronic documents, and a variety of online tools. All are provided by Firefly.
• Therefore, this position requires you have a very high comfort level working in a paperless environment.

The work that you do will fall into three general categories:

The usual stuff: Personal Lines and Commercial Lines customer service, retention, and growth:

First, you will provide traditional personal lines and commercial lines insurance customer service. You'll answer calls and emails, process service requests, and diligently document everything you do in EZ Lynx.

To set clear expectations, this job will require proficiency with Commercial Lines service tasks including:

• Proactively working Commercial renewals 60 days prior (including policy reviews)
• Maintaining accurate contacts to direct information requests for policy renewals/surveys
• Processing policy endorsements
• Generating Certificates of Insurance
• Adding Certificate Holders and customizing holder remarks
• Answering coverage related questions, ensuring the customer understands the coverage they have.
• Documenting all interactions with both customers and carriers

Sometimes you will also take calls from customers or mortgage companies who have called our main office instead of their agent for a service need. When this happens, you will usually direct them to their local agent. Occasionally, you may help them out yourself.

This is not a sales-driven position, but you do need to be comfortable selling and explaining P&C insurance. You will not need to find your own leads nor will you have any sales quotas. You do need to be able to quote and bind so you can remarket accounts, cross-sell to existing customers, and quote and sell to people that are referred to the agency.

You will also need to become an expert using the EZLynx Management System, including its Retention, and Automation tools.

You'll follow our workflows for repeated processes of things like welcoming new clients, yearly policy renewals, and annual account reviews.

A little bit of "fun stuff": Creating better customer experiences:

We think of our house book of business as a laboratory we can use for improvement. An important part of your role will be to implement new systems, techniques, and software to help keep our customers happy by making Firefly easier to work with.

Here are a few examples of things that we might ask you to try:

• Experimenting with EZLynx features from the agent perspective
• Promoting online self-service to our customers
• Using bulk text messaging via software integrations for marketing campaigns and policy reviews
• Setting up e-mail campaigns with various goals (welcome e-mails, birthdays, policy reviews, holidays, cross selling, etc.)
• Promoting customer use of various carrier self-service smartphone apps

Monitoring Firefly agent documentation compliance:

Firefly requires all our agents to maintain current and comprehensive policy documents within EZLynx. Our team uses automations to send notices to agents that are missing policy documents in EZLynx for the policies they write. You will help the team with your agent knowledge by checking the new business our agents write. We teach you all the ins and outs of using the automations that help us with this workflow.

• Our culture defines the way we act with each other and our customers. Our values include:

• Transparency

• Doing what's right-always
• Teamwork
• Empathy and caring

Who is a good fit for this position?

You're a good fit for this position if you are:

• Organized, responsive, persistent at following-up, punctual, and comfortable with work that can sometimes pile up when you get a burst of service requests all at the same time.
• Our customers and team members often have time-sensitive needs, so you need to be the type of person who instinctively enjoys helping people.
• At Firefly we use technology to do almost everything. All our documents are managed electronically. We use Microsoft Office 365 programs extensively, specifically Outlook, OneNote and Excel.
• We also use the EZLynx Management System for quoting and documenting customer service. That's why this is not a good position for someone who struggles with technology, or who doesn't like to spend time on the phone.
• We'll restate what we said above: * This position requires that you have a very high comfort level working in an electronic, paperless environment and interacting with customers on the phone. *
• If you have experience selling and servicing insurance but would prefer a 9-to-5 service position with predictable income (instead of commissions), this might be the job for you.
• If you have experience with software like EZLynx Retention Center or CRMs that create automated workflows, and you love using technology, please apply

However, you would not be a good fit if you don't have experience as an insurance CSR, or if your insurance experience is in underwriting or just selling policies.

Finally, we value teamwork and we're looking for someone who is a team player. You'll fit in here if you're humble, hungry to get things done, and have good people skills. (You should be tactful and personable, but not too chatty.) We have a culture of trying to be better and do things better. If you can give and receive honest feedback, and enjoy setting and achieving goals, then Firefly might be the right place for you.

• Must Haves:

• Current Property/Casualty insurance license

• At least three years of personal lines and commercial lines experience as an agent, producer, or CSR
• High comfort level with Microsoft Office365 programs
• Experience and proficiency using an insurance agency management system, preferably EZLynx
• Experience creating or following repeatable processes, or workflows, for recurring service situations
• Current experience servicing commercial lines policies as described above.

It Helps a Lot to Have:

• Current experience in insurance customer service
• Experience working with multiple independent carriers
• Experience with the EZLynx comparative rater and Management System

About Firefly Insurance Agency:

We're a mid-sized insurance agency that writes a lot of personal lines business and a fair amount of commercial insurance. We have been around since 2005 and have grown significantly every year. We take our business and goals (but NOT ourselves) very seriously. We love working hard, and we have fun doing it

Additional position details:

Job Type: Full-time

Pay will be based on your skills and experience- $24.31 to $26.99 / hour (That's $50,564.80 $56,139.20/ year.)

Benefits:

• 15 days (120 hrs.) PTO available upon hire date
• 401(k) with Employer match up to 4%, available immediately
• Health/Dental/Vision Insurance
• Short-Term Disability, AD&D and Life Insurance
• Paid Maternity leave
• Paid Parental Leave

Check us out on our website and on social media:

• "About Us" on our website
• "Less germs, more hugs" - our team shares the perks of working from home
• Facebook