Position Summary

The Customer Service Representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. CSRs can put themselves in their customers’ shoes and advocate for them when necessary. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Essential Functions and Responsibilities:

•Provide information and quotes to prospective customers on products and services

•Maintain all policy renewals

•Identify and evaluate customers’ needs

•Provide information and solicit sales on agency’s products and services

•Build sustainable relationships and trust with customers

•Provide accurate, valid, and complete information by using the right methods and tools

•Analyze and manage customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

•Keep records of customer interactions, process customer accounts, and file documents

•Follow communication procedures, guidelines, and policies

•Manage large amounts of incoming calls

•Send newsletters, mails, and other forms of correspondences to customers

Required Skills and Competencies:

Education, Experience and Abilities

• Customer service
• Ability to multi-task, prioritize, and manage time effectively
• Excellent communication
• Strong active listening skills
• Problem-solving
• Basic computer and typing skills
• P&C insurance license and prior experience preferred
• Must obtain P&C insurance license as required pursuant to an offer of employment within 60 days

Behavioral Proficiencies

•Commitment to the agency's culture and core values;
•Emotionally mature, acting with diplomacy always and exhibiting a highly professional demeanor;
•Self-reliant with sound judgment and initiative – once trained in systems and procedures, the ideal candidate will operate successfully with minimal direction with an ability to troubleshoot and independently solve problems.
•Highly resourceful team player, self-confident, creative and independent self-starter with excellent interpersonal, collaborative and partnership development skills to work successfully with a variety of individuals and cultures.

Physical Demands
•The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, stand, walk, feel, talk, see, and hear. The employee is frequently required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Limited travel may be required for this role. Some overnight travel may also be required.

•Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: Critical features of this job are described above. They may be subject to change at any time.

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