SUMMARY

Customer Service and Sales Representatives work to maximize positive customer experiences by responding to customer inquiries or complaints regarding the company's products or services. They will communicate with internal and external customers about basic underwriting guidelines, policies, and marketing initiatives to service customer accounts. Additionally, Customer Service and Sales Representatives will analyze, clarify, and resolve policy and account-related questions. The position of the Customer Service and Sales Representative offers not only the opportunity for retention but agency growth through the expansion of a household by means of cross-selling multiple lines. This action will generate greater retention within the agency as well as new business growth.

CORE JOB DUTIES INCLUDE (BUT ARE NOT LIMITED TO):

• Become licensed in Property & Casualty as well as Life, Accident and Health

• Determine customer requirements and expectations in order to help the customer identify specific products and solutions

• Solicit, sell and negotiate new business policies

• Review renewal business and identify appropriate follow-up action based on degree of change

• Cross-sell/up-sell products to existing customers

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

• Assist with the annual review process by contacting customers and preparing personalized customer coverage recommendations based on customers’ needs

• Perform risk analysis and underwriting

• Client/Claims liaison

• Refer unresolved customer grievances or complex customer interactions to senior team member

• Monitor calling activity and production for agency marketers

• Implement/adhere to company and Agency guidelines

• General customer service duties as presented

• Performs other duties as assigned

CORE COMPETENCIES

Business Results: Able to meet individual performance metrics and goals.

Multi-tasking: Able to successfully juggle multiple priorities at any given time.

Attention to Detail: Maintain accurate and descriptive accounts of all customer interactions (eCMS).

Communication: Possess outstanding written and verbal communication skills.

Job Knowledge: Understand basic product, billing, underwriting, and processing guidelines. Teamwork: Accept feedback when offered and work well with others.

Problem solving: Able to research and identify timely solutions to customer-related problems.

PHYSICAL ENVIRONMENT

Required job duties are normally performed in a climate-controlled office environment.

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

COVID-19 Precaution(s):

• Remote interview process
• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone
• Chat
• In person

Work Remotely

• No

Job Type: Full-time

Pay: $9.00 - $10.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person