What are the responsibilities and job description for the Customer Service Representative I position at Goodville Mutual Casualty Company?
Description:
This position is responsible for receiving member, agent, and claimant customer service inquires, identifying the nature of customer service issue, resolving customer service issues within the delegated area of authority, and facilitating the resolution of customer service issues outside of the delegated area of authority.
Functions:
- Receive customer service issues via telephone, email, fax, or any other communication method.
- Identify customer service issues to determine whether the issue can be resolved by the customer service group.
- Resolve customer service issues within a delegated area of authority related to underwriting, claims, accounting, and marketing.
- Direct customer service issues that are outside of the delegated area of authority to the appropriate department for resolution.
- Maintain a record of all customer service inquires.
- Identify and communicate customer service issue trends to facilitate root cause analysis.
- If working at the front desk, greet visitors and monitor their access into the building.
- If working in the office, assist as needed with folding and assembly of renewal mailings.
- Perform other duties as assigned by supervisor.
- High School or equivalent education required.
- Ability to learn property and casualty insurance terminology and basic operating principles required, experience with property and casualty insurance terminology and basic operating principles preferred.
- Ability to provide effective customer service required, experience providing customer service preferred.
- Ability to utilize communication software (telephonic and text based), and other office equipment required.
- Ability to work in an office environment with moderate noise level, remain in a stationary position and operate a computer a majority of the time required.
- Ability to move throughout the office to access work materials and to move work materials weighing up to ten pounds daily required.
- Ability to perform the essential functions of the job with or without reasonable accommodation required.
