The Customer Service Representative provides excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the agency owner with attaining agency service goals.
Customer Service • Provides personalized, professional customer service experiences through building trust and developing strong customer relationships • Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures • Drives customer satisfaction by following the J.D. Power's best practices: Personal Insurance Review, rate revision notification and claims process • Processes changes to existing accounts and policies • Serves as a liaison on behalf of the customer between the agency and various business partners • Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.
Agency Operations • Schedules appointments with existing or prospective customers for agency employees • Performs daily administrative functions to assist the agency owner, office manager or sales unit manager • Assists with set up and execution of agency events • Assist with cash handling and banking activities
Insurance Sales • Participates in reviews of existing coverages and may advise customers regarding policy options • Estimates and quotes policy premiums complying with underwriting guidelines • Identifies cross-selling opportunities during customer interactions and takes appropriate action • Contacts appropriate business partners for guidance when needed
Education/Licenses/Designations • Property, casualty licenses (life and/or health to be determined by the agent). Licenses must be maintained to continue employment. • Valid driver's license required
Role Requirements • Demonstrated customer service experience • Effective communication skills • Experienced with PC software applications (Microsoft Office Suites, Internet Explorer) • Solid knowledge and understanding of basic mathematical skills
Working Conditions • General office setting • Schedule is Monday-Friday, 9-5, however, there may be occasional evenings and/or weekends