Customer Service Representative

Benefits:

401(k) matching

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Profit sharing

Training & development

Vision insurance

Customer Service Representative Job Description

Position Title: Customer Service Representative

Reports to: Manager of Operations

Account Manager

A. SUMMARY

Assists in the placement of new policies and the renewal of existing accounts. Provide prompt, efficient, best-in-class service to policyholder in support of producer activities.

B. ESSENTIAL JOB FUNCTIONS

1. Responsible for gathering underwriting and risk management information for sales of new and renewal policies. This includes identifying cross sell opportunities and coverage suitability.
2. Conduct periodic coverage reviews with clients.
3. Complete binders and/or policy or endorsement requests timely.
4. Maintain timely and thorough customer and carrier interactions to minimize the potential for errors & omissions claims.
5. Review renewals to determine if non-standard policies can be rewritten in a standard program.
6. Receive phone calls and office visitors requesting quotes, changes to existing coverage and/or new policies.
7. Receive and review all terminations and cancellations to determine appropriate action.
8. Assist with premium collection when necessary.
9. Follow up on outstanding claims and provide assistance in claims resolution as necessary.
10. Actively solicit increases in limits and/or coverages, rounding out accounts through new sales to clients across lines of coverage.
11. Solicits new business opportunities, ask for referrals.
12. Document all material conversations with insureds and/or carriers regarding exposures and coverages.
13. Maintains working knowledge of all rating systems, processes and agency management systems.
14. Perform other functions as assigned by management.

C. KNOWLEDGE, SKILLS AND ABILITIES

Must be an assertive self-starter with the ability to influence others. Successful demonstration of effective verbal and written communication.

D. WORKING CONDITIONS/ENVIRONMENT

Fast-paced multitasking office environment. Employees are provided a dedicated workstation with basic ergonomic set up features, such as an ergonomic keyboard and mouse, dual monitors, and an adjustable chair. Workstation accommodations and adjustments are provided upon request and evaluation.

E. PHYSICAL REQUIREMENTS

Must be physically able to work a minimum of 35 hours per week in the office and/or field. The employee is regularly required to see, hear, and project voice well enough without amplification. There is frequent need for the employee to stand, sit, walk, use repetitive small motor activity, use hands and fingers, and reach with hands and arms. The employee is occasionally required to lift and carry up to 30 pounds; to stoop, kneel, crouch, or crawl, and to ascend and descend stairs. This position requires a high-energy level and ability to handle stress-related situations on a daily basis. The employee may be required to drive and travel unaccompanied in diverse weather conditions.

F. OTHER REQUIREMENTS (PREREQUISITES)

Ability to use a personal computer, calculator, agency automation system, and demonstrate proficiency in various software programs, including but not limited to all Microsoft Office software suite programs.

Candidate must satisfactorily complete pre-hire employment assessments and maintain a satisfactory driving record. Candidate may be asked to submit to a drug and/or alcohol screening. A criminal background check will be performed at the company's expense. Physical attendance is required at regular and/or mandatory company meetings. Employees are strongly encouraged to pursue relevant professional designations. Candidate must maintain any required State License and any required continuing education.