The Customer Service Representative is responsible for providing exceptional phone-based support to insured customers, agents, and internal company personnel. This role involves processing policy-level transactions (such as cancellations and policy changes) within the assigned authority and ensuring a first-class customer service experience. The representative will also participate in team projects as needed.
Key Responsibilities:
Process customer requests accurately and efficiently in accordance with company policies.
Identify situations that require escalation or transfer to another department.
Provide knowledgeable responses to customer inquiries regarding products, policies, and procedures.
Actively listen to customer concerns, demonstrating empathy and professionalism.
Read, analyze, and interpret policies, procedures, and other relevant documents.
Stay updated on marketing campaigns to address related inquiries effectively.
Identify and report discrepancies in procedures and policy details to management.
Solve practical problems and adapt to various situations.
Follow written, oral, or diagram-based instructions as required.
Perform additional duties as assigned.
Qualifications & Skills:
High school diploma or equivalent; some college coursework in business or insurance is preferred.
1+ years of related customer service experience, preferably in an insurance agency.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Strong attention to detail and problem-solving skills.
Excellent communication, organizational, and teamwork skills.
Ability to adapt to a changing business environment with minimal supervision.
Flexibility to work various shifts supporting multiple time zones.
Licensing & Certifications:
Preferred: 4-40, 2-20, or Property & Casualty (P&C) insurance license.