This role is onsite in Gainesville, FL.
Tower Hill Insurance Group has an exciting opportunity for a talented Customer Service Representative who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry.
The Customer Service Representative I is the entry professional level responsible for providing excellent customer service support to Insureds, Agents, and related businesses via telephone, chat, emails, or mail correspondence. The role may also perform processing work as assigned when not providing customer service via phone, email or chat. Incumbents in this role must demonstrate the ability to successfully complete training and live call monitoring review.
Requirements
SUMMARY:
The Customer Service Representative II is the intermediate professional level responsible for providing excellent customer service support to insureds, agents, and related businesses via telephone, chat, emails, or mail correspondence. The role may also perform processing work as assigned when not providing customer service via phone, email, or chat. Incumbents in this role may also aid leadership with special projects, daily audits, and other Customer Service tasks.
EDUCATION AND/OR EXPERIENCE:
High School diploma or equivalent GED required. Requires 2 to 3 years of service background dealing with customers and/or call center experience. Previous work experience in insurance services or related service industry background is a plus.
CERTIFICATES AND LICENSES:
Professional Insurance Designations are a plus. Employees who wish to work in the Service Center division must obtain the Florida 4-40 Customer Service Representative license.
COMPUTER SKILLS:
Must have basic knowledge of Microsoft Office (Word and Excel) and successfully complete keyboarding test speed of 45 words per minute with 95% accuracy. Basic knowledge of computer equipment required. Maintain a prominent level of accuracy and attention to detail.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Handle inbound/outbound phone, emails, and chat inquiries about policy changes, renewals, billing information, cancellations, policy guidelines, procedures, policy quoting, and ability to discuss the policy declarations page in detail including initial claim reporting, and claims status,
•Service the following contact center queues (Policy Inquiry, Claims, Chat, Agency, Commercial and Specialty Policy) other queues may be assigned as needed.
•Achieve a monthly production score of 87% or above for the following categories: Call Performance, Policy audits, Aux Reporting, Schedule adherence, and Attendance for six consecutive months.
•Discuss and provide detailed explanation of our policy Declarations Page which lists each coverage associated with premium amounts.
•Discuss detailed information of endorsement changes made to the policy.
•Provide detailed breakdown of Tower Hill Ins Exchange.
•Document summary of each contact via our system applications.
•Rely on instructions and pre-established guidelines to perform the functions of the job.
•Provide professional and correct information in a business-like and friendly manner with the goal of ensuring customer satisfaction.
•Strive for first-call resolution including providing options and alternatives to best aid the customer.
•Maintain full knowledge of department FAQs documents.
•Work extended hours to meet Call Center demands and during catastrophes events as needed.
•Prepare faxes, emails, receipts, and other correspondence as requested.
•Conform to proper business etiquette and company guidelines including THIG core values with a positive attitude.
•Required to assist leadership with special projects and other assigned tasks.
ADDITIONAL DUTIES:
This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations. The omission of specific duties does not exclude them from the position. Tower Hill Insurance reserves the right to assign duties not listed here as necessary to carry out the goals of the organization.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
QUALIFICATIONS, SKILLS AND COMPETENCIES:
To perform this job successfully, an individual must be able to perform each essential duty and meet all performance standards. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
High School diploma or equivalent GED required. Requires 2 to 3 years of service background dealing with customers and/or call center experience. Previous work experience in insurance services or related service industry background is a plus.
CERTIFICATES AND LICENSES:
Professional Insurance Designations are a plus. Employees who wish to work in the Service Center division must obtain the Florida 4-40 Customer Service Representative license.
COMPUTER SKILLS:
Must have basic knowledge of Microsoft Office (Word and Excel) and successfully complete keyboarding test speed of 45 words per minute with 95% accuracy. Basic knowledge of computer equipment required. Maintain a prominent level of accuracy and attention to detail.
LANGUAGE SKILLS:
Excellent verbal and written communication skills including the ability to read and interpret documents, requests from customers, memos, and department guidelines which may be in the form of FAQ's, written summaries, or spreadsheets. Ability to communicate effectively and efficiently with all customers and co-workers by telephone, email, mail, live chat and in person. Bilingual is a plus.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
REASONING AND COPING ABILITY:
Ability to understand and apply instructions given in written, oral, or diagram form. Ability to deal with problems involving several variables in standardized situations. Maintain composure and manage daily stress levels, complexity, volumes, and diversity of customers in a call center environment.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee must regularly stand, walk, balance, sit for extended periods of time, use hands to finger, handle, feel, reach with hands and arms, talk, and hear. Specific vision abilities required by this job include close, distance, peripheral and color vision, depth perception, and ability to adjust focus and work for extended periods using computer screens.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with abilities to perform the essential functions. The noise level in the work environment is usually moderate.
BENEFITS

• Medical
• Dental
• Vision
• Life & Accidental Death and Dismemberment (AD&D), and Disability Insurance
• 401 (k)
• Health Savings Account
• Accident and Cancer insurance plan

We offer competitive pay and benefits, and well-being programs to support you and your family. For more information about our company, careers and Total Compensation visit: Total Compensation - Tower Hill Insurance (thig.com)
*Tower Hill Insurance currently operates in these states AL, CT, FL, GA, IA, IN, KY, MI, MS, NC, OH, PA, SC, TN, TX, UT, VA, WV. The work location is flexible if approved by Tower Hill Insurance.
Tower Hill Insurance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Tower Hill Insurance is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to hrdepartment@thig.com or call (561) 812-6247 and let us know the nature of your request and your contact information.
All applicants will receive an acknowledgement that their application has been received. Candidates will not receive status updates regarding their application; however, those candidates selected for further consideration will be contacted by Human Resources.