Receptionist

About us

We are professional, innovative, customer-centric and our goal is to help our clients obtain the right insurance as simple as possible. We want to make their insurance life easy.

Our work environment includes:

• Modern office setting
• Growth opportunities
• Lively atmosphere
• Relaxed atmosphere
• Casual work attire
• On-the-job training
• Wellness programs
• Company perks

Mission of the Director of Good Impressions (Receptionist):

To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By being in charge of our clients’ and prospects’ first impressions of the agency, this role helps support each and every department within the agency.

Primary Assignment Tasks: Provide a welcoming voice and face for clients, prospects, referral partners, and team members at the Agency. Look for ways to spread joy and make people feel great about their experience working and partnering with the Agency.

• Phones: Be the first line of defense on answering all phone calls
• Personal and warm upon greeting clients

-Ask for updated contact information on each call
-Find out what the customer is looking for and provide first-call resolution when possible. If the person is unavailable, find someone who can help them immediately.
-Defend the team’s time by routing calls to the best person to help the caller (this might not always be who they asked for)
-Conduct warm transfers of callers to the team
-When available, suggest another line of coverage to callers before transferring the call
-Take full and complete messages from callers
-Maintain the night attendant and messages when the office is closed

• Billing- Take basic payments and answer basic billing questions
• Assigning service tickets for requests outside of first-call resolution
• Mail processing and distribution
• Distribution of welcome Kits
• Maintain the office Make sure the lobby and conference rooms are tidy and prepared for meetings

-Greet visitors to the office and offer them refreshments
-Take any information from solicitors

• Office supplies coordination
• Thank you cards- referrals, business partners, etc
• Birthdays
• Team building organization
• Other responsibilities as directed by the leadership team

What does winning look like:

• Answering within 2 rings
• Answering a majority % of calls that come into the agency
• All calls are noted within the system by either activity or suspense and service tickets are quickly assigned to team members.
• Suspense and Service tickets for the week are at 0 by Friday at 4 pm
• Getting back to clients on Emails, Texts, Phone calls and Owned service requests as quickly as possible. Ideally, no longer than 24 hours. Providing status updates or communicating an expected completion timeframe within that window if not possible.
• Mail out all welcome kits that are assigned during the week by Friday
• Ensuring our Agency team has all supplies needed to successfully complete their roles
• Team player that provides support to Agency and looks for ways to take basic tasks off team members plates so they can deliver on their primary roles at a high level.

Job Type: Full-time

Pay: $45,000.00 - $52,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Application Question(s):

• Are you comfortable answering a high volume of phone calls per day?

Ability to Commute:

• Colchester, VT 05446 (Required)

Work Location: In person

Salary : $45,000 - $52,500