Customer Service Representative

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:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person