SUMMARY: Responsible for all aspects of customer service to achieve customer satisfaction, quality service, and compliance with policies and procedures.
DUTIES AND RESPONSIBILITIES: • Organizes, directs, and monitors daily activities for new business, renewals, cancellations and customer service. • Answers phones, internet and all other new business inquiries and gathers necessary information for quoting purposes. • Processes insurance quotes and creates quote proposals for new prospects, existing customers and renewals. • Tracks, monitors and processes all client policy renewals. • Directs, implements, and maintains service standards. • Creates, tracks and manages compliance with all Standard Operating Procedures. • Develops expert knowledge of use and efficiencies with Agency Management software system, Xanatek IMS. • Develops, implements, and maintains programs/processes to enhance customer experience and satisfaction. • Performs front desk agent responsibilities as needed to process office, customer and vendor needs efficiently. • Prepares accurate and timely reports as required. • Supports sales, advertising and marketing efforts of agency. • Develops and maintains organized filing systems for all paper and electronic files of agency. • Manages all office functions including telephone, internet, I.T., office supplies, mail, shipping and all other office functions. • Receives, scans, files and sends copies of all new policies, auto ID cards and policy endorsements for all clients. • Tracks new business sources within agency management system. • Performs other related duties as assigned by management.
QUALIFICATIONS: • Bachelor's degree (B.A.) or equivalent. • Two years related experience or equivalent. • Proven leadership and business acumen skills • Good judgement with the ability to make timely and sound decisions • Must be able to speak, read, write, and understand the primary language(s) used in the workplace. • Commitment to excellence and high standards • Excellent written and oral communication skills • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm • Acute attention to detail • Strong organizational, problem-solving, and analytical skills • Ability to manage priorities and workflow • Proficient on Microsoft Word, Excel and Power Point. Becomes efficient in IMS Xanatek Agency Management System. • Excellent customer service skills • Ability to understand and follow written and verbal instructions. • Professional appearance and demeanor • Ability to effectively communicate with people at all levels and from various backgrounds. • Property and Casualty License obtained within 90 days of start date • Attention to detail, Strong organization skills and accuracy are absolutely essential to this role.
COMPETENCIES:
Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management--Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost Consciousness--Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.