Customer Service Representative Job Summary: The Customer Service Representative is responsible for providing exceptional phone-based support to insured customers, agents, and internal company personnel. This role involves processing policy-level transactions (such as cancellations and policy changes) within the assigned authority and ensuring a first-class customer service experience. The representative will also participate in team projects as needed.
Key Responsibilities:- Process customer requests accurately and efficiently in accordance with company policies.
- Identify situations that require escalation or transfer to another department.
- Provide knowledgeable responses to customer inquiries regarding products, policies, and procedures.
- Actively listen to customer concerns, demonstrating empathy and professionalism.
- Read, analyze, and interpret policies, procedures, and other relevant documents.
- Stay updated on marketing campaigns to address related inquiries effectively.
- Identify and report discrepancies in procedures and policy details to management.
- Solve practical problems and adapt to various situations.
- Follow written, oral, or diagram-based instructions as required.
- Perform additional duties as assigned.
Qualifications & Skills:- High school diploma or equivalent; some college coursework in business or insurance is preferred.
- 1+ years of related customer service experience, preferably in an insurance agency.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Strong attention to detail and problem-solving skills.
- Excellent communication, organizational, and teamwork skills.
- Ability to adapt to a changing business environment with minimal supervision.
- Flexibility to work various shifts supporting multiple time zones.
Licensing & Certifications:- Preferred: Property & Casualty (P&C) insurance license.