Customer Service Representative

Job Description

Job Description

If youre the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with the GEICO Local Office in Kenmore!

Were looking for a Customer Service Representative to provide our existing policyholders with the excellent customer service they want and need. In this role, you will handle requests from inbound calls and walk-in customers, while also making outbound calls for customer follow-up. Join our team to deliver personalized service that demonstrates the value of being insured by GEICO.

This is a great opportunity for someone who enjoys building long-term relationships and wants to grow with a locally-owned office serving Western New York.

Benefits

Hourly Base Salary Based on Experience

Paid Time Off (PTO)

Health Insurance

Dental Insurance

Vision Insurance

Hands on Training

Mon-Fri Schedule

Responsibilities

• Warmly greet all walk-in customers immediately upon entering the office
• Answer inbound customer calls and respond to inquiries with professionalism and empathy
• Take premium payments and explain payment options to customers
• Conduct needs-based policy reviews to identify coverage gaps and recommend appropriate solutions, including bundling opportunities
• Process customer policy change requests accurately and efficiently
• Make proactive outbound follow-up calls
• Educate customers on coverage options, policy benefits, and available discounts
• Build and maintain strong client relationships through consistent follow-up
• Ensure customer satisfaction by resolving concerns or escalating complex issues appropriately
• Maintain accurate customer records in our internal system
• Support team goals for customer retention and satisfaction

Requirements

Must-Have Qualifications : - High school diploma or equivalent - Strong computer skills and ability to learn multiple systems quickly - Excellent verbal and written communication skills - Punctual, dependable, and reliable attendance - Ability to handle up to 75% of your day on the phone - Comfortable discussing financial matters with empathy and professionalism

Ideal Traits & Characteristics : - High-energy personality with a genuine love of helping people and solving problems - Confident communicator who can articulate value and handle customer concerns professionally - Proactive and responsive - able to prioritize urgent customer needs with a sense of urgency - Detail-oriented with strong follow-through and multi-tasking abilities - Self-starter mentality who works well independently and as part of a team - Coachable attitude with a genuine willingness to learn and grow - Resourceful problem-solver who seeks to understand customer needs before presenting solutions - Positive team player who contributes to a supportive office culture - Relationship-builder focused on maintaining long-term customer loyalty

Preferred (But Not Required) : - Previous customer service or insurance industry experience - Familiarity with Western NY communities - Property & Casualty insurance license (or willingness to obtain) - Experience with CRM or customer management systems

You'll Thrive in This Role If You : - Enjoy building meaningful relationships with customers - Take pride in solving problems efficiently and professionally - Can explain complex information in simple, easy-to-understand terms - Value being part of a supportive local team - Want to make a real difference in helping people protect what matters most