Customer Service Rep

Customer Service Representative JOB SUMMARY: Provide prompt, courteous customer service, which meets or exceeds service standards. Utilize applicable policy forms, insurance law and internal procedures to answer inquiries and process requests from customers. Thoroughly document telephone calls, changes and written correspondence. ESSENTIAL DUTIES & RESPONSIBILITIES (other duties may be assigned as necessary): Answer incoming Medicare Supplement calls in accordance with quality standards (call volumes vary from 10-100 daily) to provide information to agents/applicants/insured about the status of an application/policy or any other question they may have. Place outgoing calls to provide or obtain information. Document all calls while in progress. On-line call documentation program should be used. Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques. Understand and utilize all resources available to accomplish assigned tasks. Process customer requests using internal and client-mandated procedures. Produce correspondence to customers using approved letters. Fully document policy file or image system with all related material so as to leave a clear and concise audit trail. Efficiently process the Fast Five (Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards) Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts. Arrive to work and return from breaks & lunch as scheduled. Because of the nature of the job function ( customer service ), punctuality and dependability are imperative. Must be willing and able to work overtime as needed. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform all essential duties satisfactorily. To do this, the following skills and abilities are required: Ability to communicate well. Ability to follow written instructions. Ability to document calls with accuracy and clarity of content. Ability to abruptly change tasks. Problem-solving and attention to detail skills are necessary. Reliability is extremely important. A rate of 40 WPM is preferred. Honesty and respect for the company and its policies & procedures is required. EDUCATION and/or EXPERIENCE REQUIRED: Customer Service experience in an office setting required. Insurance background preferred. PC, Windows, Word experience preferred. Excel experience a plus.
Associated topics: answer, call, customer, customer order, customer service representative, guest, representative, service representative, telephone, trouble resolution