Customer Service Representative

Job Description—Customer Service Representative

Summary 

Customer Service 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 Representatives will analyze, clarify, and resolve policy and account-related questions. 

Client Relationship Management duties include but are not limited to:

• Must be licensed in P&C and Life/Health by the end of six months 
• 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 field underwriting 
• Client/Claims liaison Refer unresolved customer grievances or complex customer interactions to senior team member 
• 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. 
• 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.

Preferred skills and abilities 

Four-year college degree highly preferred. High school diploma or equivalent required. Previous customer service experience highly preferred. Ideal candidate will have basic PC skills, basic math skills, strong analytical capability, conflict resolution skills, the ability to multi-task, and strong verbal and written communication skills.