CSR - Customer Service Representative

Job description

CUSTOMER SERVICE REPRESENTATIVE

• Insurance experience preferred but not required.
• Bilingual preferred but not required.

Job Description:

Serve as primary contact for renewing, presenting, and servicing insurance policies for customers and Agency Manager. Provide insurance sales and service support to Agency Manager and Management. Develop and maintain strong working relationships with current and prospective customers by providing consistent high quality service that is timely, thorough, and responsive to meet and exceed their expectations.

Duties and Responsibilities:

1. Greet and assist customers, prospects and visitors when contacting the agency. This includes face-to-face interactions, telephone communications, written correspondence, and electronic communication. Take ownership of each situation until handled to customer's satisfaction. Offer assistance and make every effort to take care of customer's needs. Serve as the primary person for presenting, servicing, and renewing insurance policies.

2. Demonstrate strong understanding of insurance products and communicate coverage options to customers. Utilize insurance website tools, policy provisions, and other resources to assist customer in making risk management decisions.

3. Possess a strong working knowledge of personal lines quoting to determine best coverage to meet customer needs. Independently prepare and present quotes. May prepare quotes as directed by Agency Manager on higher premium policies.

4. Utilize standardized processes to service policies; including policy changes and reporting accidents and/or losses.

5. Optimize customer risk management practices by identifying future customer needs and cross selling opportunities via analysis of new and renewal policies.

6. Ensure timely submission of insurance documents and maintenance of insurance policy files for Agency Manager. Utilize insurance websites, systems, resources, and processes to ensure complete and accurate reporting to protect coverage. Will include scanning of insurance documents.

7. Work with Agency Manager and Management as needed to interact with customers and sell and service insurance policies.

8. Complete editing as assigned for processed insurance documents such as certificates of insurance, confirmation of coverage forms, etc.

9. Provide overall assistance to Agency Manager and Management. Provide input and timely distribute communications to customers.

10. Facilitate problem resolution to the customer's satisfaction, which may include involving Agency Manager or Management.

11. Provide oversight of delinquent insurance premiums and assist with collection, which may include working with Agency Manager and Management to determine the proper approach to resolve accounts with delinquent premiums.

12. Enter customer's policy information in agency's software as back-up for Agency Manager and Management.

13. Perform other related duties as assigned.

Job Specifications:

High school education or equivalent required. Two to four year college degree preferred and/or a combination of related experience or specialized training. A minimum of three years related experience required. Must possess applicable current insurance license (or have the ability to obtain license within 90 days of employment). Knowledge of insurance products preferred.

Duties Require:

• Exceptional knowledge of insurance products and services, and their applications to meet customer's needs.
• Solid understanding of Goodin Insurance Agency products and services.
• Ability to work independently with minimal supervision and direction.
• Ability to appropriately handle highly confidential materials.
• Demonstrate effective problem solving skills.
• Very high level of accuracy and attention of detail.
• Strong human relation, written, and oral skills.
• Ability to initiate, organize, and prioritize work.
• Knowledge of Goodin Insurance Agency policies, procedures, standards, and guidelines.
• Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills.
• Proficient in Windows environment using Microsoft Word, Excel, Outlook, and Internet Explorer.
• Effective presentation development skills.
• Superior skills in judgment, decisiveness, analysis, oral and written communication, and interpersonal skills.
• Excellent negotiating and influencing skills.
• Fundamental understanding of insurance sales and policy administration.
• Effective conflict resolution skills.
• Ability to use insurance quoting and related software applications.

Position Reports to: Agency Manager

Job Type: Full-time

Pay: $35, $45,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off

Application Question(s):

• Can you pass the exam to obtain your Insurance Producer License within 90 days?

Experience:

• Insurance: 1 year (Preferred)

Language:

• Spanish (Preferred)
• English (Required)

License/Certification:

• Insurance Producer License (Preferred)

Shift availability:

• Day Shift (Required)

Work Location: In person