A Customer Service Representative is responsible for handling incoming calls related to bill payments, Earthquake and/or Homeowner’s insurance under general supervision. This includes providing information about our products, quoting policies, researching requests and troubleshooting issues. Assists internal customers as needed for research, system testing and troubleshooting. Demonstrates exceptional communication skills, both verbal and written.

We are open to full-time remote candidates in the following states: AL, CA, CT, FL, ID, IN, MA, MI, NJ, NY, OR, TX, WA, or WI.

Essential Functions

• Provides accurate information in an effective, timely and courteous manner via telephone and email.
• Displays a professional and positive attitude in all customer and co-worker interactions.
• Demonstrated organizational skills, attention to detail, and ability to handle multiple priorities to meet deadlines. Exemplifies a sense of urgency and a commitment to achieving accurate results.
• Identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth and retention of business.
• Addresses inbound earthquake sales inquiries for potential customers. Collect and enter appropriate property and payment information to process quotes via the rating software.
• Performs detailed research of account history and follow-up to provide customer resolution with flawless accuracy.
• Acts as a liaison between agents, customers, and internal business units
• Provides technical support to consumers and producers using the websites.
• Keeps abreast of policy, product, and procedural changes to provide accurate information to producers, consumers, and policyholder regarding underwriting guidelines, coverages and processing.
• Directs team members to resources and documentation, improving the ability to handle calls independently. Shares best practices to help co-workers improve performance and consistently meet service levels.
• Monitors the call queues and manages individual day-to-day responsibilities to consistently support performance goals and objectives.
• Identifies process improvement opportunities and provides the management team with recommendations for improvement.
• Accepts appropriate and accurate payment information and processes payments in a timely manner.
• Provides feedback to manager on processing issues and system enhancements to improve the customer experience.
• Provides support to other team members in handling more complex customer inquiries.
• Assists with system testing of software upgrades, accounting research and processing of policy changes and cancellations.
• Meets or exceeds established performance metrics which include, but are not limited to, reporting to work as scheduled, call quality, handle time, first response resolution, etc.
• Tracks common questions and issues, researches, and provides the management team with recommendations for improvement and/or resolution.
• Works with Underwriting and other departments to determine the appropriate resolution to customer concerns.
• Act as a subject matter expert when soliciting input related to product and system changes, as well as assist with technical training of products, systems, forms and other essential department functions.
• Performs other related duties as required and assists with special projects.

Minimum Requirements

Education, training, and experience:

• Bachelor’s Degree, Associate’s Degree and/or equivalent combination of High School Diploma/GED, training and work experience.
• Two years of customer service experience, preferably in the Property and Casualty insurance industry.
• Active Property and Casualty License preferred, or
• Ability to obtain Property and Casualty License within first 6 months of employment and maintain licensing requirements as a requirement of continued employment. May not be required for part-time employees.

Knowledge, skills, and abilities:

• Must have excellent communication skills, both written and verbal, with the ability to effectively communicate through phone, text, chat, and email. Ability to maintain positive and cooperative working relationships within the team, division, and with any customer contacts.
• Ability to work efficiently both independently and as part of a team.
• In-depth understanding and knowledge of all companies and product lines, including underwriting guidelines and processes and a general understanding of coverage forms.
• Must work well with all levels of external and internal customers with tact and diplomacy.
• Ability to handle multiple tasks with accuracy, able to prioritize effectively and meet deadlines.
• Intermediate computer skills (e.g., Microsoft Word, Outlook, etc.) with aptitude to learn new systems.
• Minimum three years of customer service experience in the Property and Casualty Insurance industry and/or call center environment preferred.
• Property & Casualty Insurance license and background preferred.
• Application of good judgment and decision making.
• Works well with management and co-workers.

NOTE: Job descriptions are not intended to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job, but are intended to accurately reflect principal job elements. The terms “GeoVera Holdings” or the "Company" as used in this job description may refer to GeoVera Holdings, Inc.

California Residents:

The base pay range for this role at the time of posting is estimated to be Min: $37,815 - Max: $67,625. We target the midpoint of the range; however, all compensation offers will be determined by various factors such as work location, education, experience, knowledge, and skills.