CUSTOMER SERVICE REPRESENTATIVE

General Description:

Provide overall phone customer service for insureds, agents and internal company personnel. Responsible for performing different policy level transactions (example: cancellations, policy changes) as instructed and within level of authority. Participate in team projects as instructed and necessary to maintain First Class customer service.

Essential Duties and Responsibilities:

Completes customer’s transactional requests within applicable policies and identifies opportunities requiring a transfer to another area. Responds to customer questions accurately demonstrating expertise and knowledge of products and processes. Actively listens to customer issues or questions showing interest and displaying empathy for the caller’s situation. Reads, analyzes and interprets procedures and documents. Remains current on new marketing campaigns in order to respond appropriately to marketing related inquires using all available resources/tools. Solves practical problems and deal with a variety of concrete variables. Reports discrepancies in procedures and policy details to management, as necessary. Interprets a variety of instructions furnished in written, oral, or diagram form. Performs other duties as required.

Supplemental Information:

This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not and cannot be interpreted as an inventory of all the duties, tasks, responsibilities and qualifications required for the employees assigned to this job.

Education/Skills /Experience:

High school diploma or equivalent. 1-3 years of related experience and/or training, agency experience preferred. Some college or post-secondary training in business operations or insurance is strongly preferred. Experience using Microsoft office products. Must be detail-oriented and possess good interpersonal and problem-solving skills. Must be flexible and able to adapt in a changing business environment with minimum supervision. Must be willing to work flexible schedules to support multiple time zones. Must possess strong communication, organizational and teamwork skills.

Licenses and / or Certifications:

Not necessary but preferred Agency background &/or Agent license