Customer Service Representative

Role: Customer Service Representative

Location: Urbandale, IA(Onsite)

Rate: on w2

Job Description

• Answers inbound calls and makes outbound calls. Sends and receives emails and completes transactions.
• Responds to basic customer inquiries regarding products and services the Company offers.
• Researches customer inquiries and responds formally to correspondence, either verbally or in writing, utilizing all the resources necessary to provide an informed response to the customer.
• Requests additional/missing information from the customer via letter, text, or telephone call to answer customer inquiries.
• Documents client issues and escalates issues to appropriate parties to resolve.
• Navigates basic billing questions and escalates issues to appropriate parties to resolve.
• Issues Certificates of Insurance.
• Processes emails and diaries daily, with minimal errors.
• Reviews and discusses basic loss runs and retention with customers. Escalates when needed.
• Offers additional policies, cross sells when appropriate.
• Communicates professionally and provides direct feedback and support to peers when requested. Ex: AM Help Chat
• Maintains a minimum monthly status of "on track" performance in all assigned Key Performance Indicators (KPI): Quality, CSAT, CSAT Completion, Adherence, AAO, Grow and Retain, and Leadership.

License

• P&C Required

Job Type: Contract

Salary: $19.56 - $26.00 per hour

Expected hours: 40 per week

Experience level:

• 5 years

Weekly day range:

• Monday to Friday

Experience:

• Answers inbound calls and makes outbound calls.: 2 years (Required)
• Customer Service Representative: 4 years (Required)
• Insurance: 3 years (Required)

License/Certification:

• P&C (Required)

Ability to Commute:

• Urbandale, IA (Required)

Ability to Relocate:

• Urbandale, IA: Relocate before starting work (Required)

Work Location: On the road