Customer Service Representative
Job Summary:
The Customer Service Representative will interact with the company’s customers by addressing inquiries, resolving complaints, and gathering policy information.
Duties/Responsibilities:
- Interacts with customers via telephone to provide support, answer questions pertinent to existing insurance policies and determine appropriate course of action.
- Fields client questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the Account Manager or other appropriate staff.
- Handles all callers effectively; de‐escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution.
- Resolves information gaps by contacting carriers and agencies as required, to gather policy information and other missing data, and updates systems and records as appropriate.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent communication skills including active listening.
- Service‐oriented; able to troubleshoot, resolve conflicts and empathize with customers.
- Ability to make decisions quickly by balancing company guidelines and customer needs
- Proficient computer skills with the ability to learn new software.
- Basic knowledge of Microsoft Office and Excel.
- Familiarity with basic office equipment.
- Insurance knowledge is preferred but not required.
Education and Experience:
- High school diploma or equivalent.
- Customer service experience required
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Job Type: Full-time
Pay: $15.00 - $16.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person