Job Summary:

As a Customer Service Representative at Gaslamp Insurance Services, you are responsible for providing call support for the agency, managing our customer database, assisting the customer with their needs, and/or connecting customers to the team member they need, ensuring a positive experience with Gaslamp. Gaslamp Insurance Services is headquartered in Carlsbad, California. For this position the working hours are from 8:30a PST to 5p PST, Monday through Friday.

Position Responsibilities: 

• First call resolution: Greet and triage inbound customer calls, or promptly return customer voicemail inquires, addressing their needs and providing informative guides and information to foster a successful customer experience.
• Administer customer requests for non-premium policy changes, such as name and address changes, contact information changes, cancellation and reinstatement requests, and keeping quality records of the interactions and transactions, attaching details/source documents in our agency management system.
• Guide customers through the claim intake processes, providing helpful insight on timelines and who they can expect to communicate with regularly throughout the course of their claim review.
• Prepare and distribute verification of coverage certificates, ensuring accuracy of the information provided.
• Partner with agent and customer to elicit essential subject elements of the call, asking probing questions to acquire as much useful information as possible, ensuring a successful and efficient call transfer.

Minimum Qualifications:

• High School Diploma or general education degree (GED)
• 1 year in a clerical customer service-related field
• 1 year utilizing Microsoft Office and/or digital CRM software.

Preferred Qualifications:

• Oral & written communication skills
• Aptitude to engage customers, providing support through clarity and concision.
• Kindness, integrity and respect for all people
• A genuine care and concern for detail & accuracy
• Ability to remain calm in a dynamic, fast-paced environment.

Career progression:

After mastering the ideology and application of creating a great customer experience, the next stage of progression within Gaslamp is a Case Specialist. A qualified Case Specialist possesses intellectual and analytical skills, tailoring each experience to fit the needs of the customer on a case-by-case basis, while staying within the principals of insurance, ethics and best practices; a sharp attention to detail; a proactive mindset; and the ability to deal with ambiguity by taking control of the case trajectory, obtaining the information vital to complete the task at hand.