Who are we:
Toyota Insurance is a brand name of Toyota Insurance Management Solutions USA, LLC (TIMS). We are an independent agency specializing in property and casualty insurance for Toyota vehicle owners. We offer insurance through our trusted carrier partners to provide coverage for your Toyota vehicle, home and other assets. Our mission is to improve the Toyota ownership experience by improving the insurance experience.
Job Overview:
The Customer Service Retention Specialist (SXS) is a customer-centric, front-facing, charismatic, talented individual that thrives in a collaborative and challenging environment. The CSRS is committed to delivering an effortless, efficient, and personalized customer experience. CSRS have targeted service, business retention, and sales goals. Business retention is a top priority in our agency. We strive to ensure our clients are properly placed with the optimum insurance carrier (within our portfolio) based on their specific P&C insurance needs. Customer lifestyles and needs for insurance can change, as such, our goal is proactively reach out and connect with our existing customers to review their insurance needs at policy renewal. CSRS are primary in this effort and will create an exceptional customer experience by proactively contacting our existing customers; reviewing their policy renewal, coverage/pricing, and determining the appropriate changes based on customer needs and requests. This includes making changes to the existing policy and/or shopping the existing business with alternate insurance carriers within our carrier portfolio. CSRS will utilize various call center telephony tools including handling inbound calls/placing outbound calls to interact with existing P&C customers and prospects.
Job Responsibilities:
• Servicing our P&C Insurance Customers as required, this can include answering insurance policy and billing questions, making changes to the policy as requested, informing & educating them about the best carrier solution/choices related to their personal insurance needs.
• Delivering World Class Service during every customer interaction and providing an effortless and personalized experience.
• This is a hybrid role which include three major P&C insurance job functions:
- Business Retention- number one priority of the job, proactive and reactive contact with our existing business customers; ensure top production results that are specific with keeping our customers within our insurance agency; conduct policy reviews with our existing business segment (as necessary); keep our customers either insured with current carrier or shop them with alternate carriers within our portfolio.
- Customer Service- primarily acts as back up to the Customer Service Representatives; answer customer inquiries related to P&C insurance business, which can include billing questions, coverage questions, policy changes; and educate customers on complex insurance matters.
- Sales - back up to the Sales Agents; handles new business overflow inquiries with underlying objective to convert prospects to P&C insurance customers for the agency.
• Contact customers and review policy/renewal several days before renewal date to confirm and obtain customer business renewal with our agency.
• Service requests in a timely fashion with accuracy and completeness.
• Proactively identify and act on additional protection opportunities to promote policy growth and improve customer retention by applying effective selling and influencing techniques.
• Demonstrate accuracy in processing changes to customer policies based on the information provided.
• Ensure call resolution and customer satisfaction on all interaction that may include additional follow up.
• Answer customer inquiries on coverage changes, limits, and deductibles; educate customers on coverage exclusions and exposures, and review customer policies, update customer policy records, audit and maintain electronic files.
• Maintain a high level of professionalism with clients and establish a positive rapport with every customer
Required Education and Experience:
• Excellent interpersonal communication skills, verbal and written.
• Ability to adapt to changes in business requirements (i.e.: shift and weekend work schedules).
• Excellent active listening skills.
• Ability to self-manage and prioritize workload.
• Proficient computer skills, specifically with Microsoft Office products and agency management systems.
Required Competencies:
• Detail oriented
• Customer Focus
• Relationship builder
• Business Acumen
Compensation:
Hourly: $21-$23 based on skills and experience.
Position Type/Expected Hours of Work:
Remote: 11:00 AM-8:00 PM CST and 12:00 PM - 9:00 PM CST (prefer candidates who are located in Texas)
Work Environment and Physical Demands:
• We are committed to leveraging technology to enable home-based work in combination with our traditional call centers. Qualified candidates will need a dedicated workspace and must meet internet access standards for consideration.
• Establish or Dedicate Work area at home, ensuring:
• No one can see your screens, keyboards, or confidential documents.
• Area is located where no one can overhear your conversations & Free from distractions.
• Free from potential hazards affecting equipment (e.g., pets, plants, water, etc.)
• Workspace is not vulnerable to theft.
What are the Perks?
• Healthcare packages to support your mental, physical, and emotional well-being.
• PTO and Paid Holidays - Helping you be a world changer outside of the office.
• 401K Matching - We are committed to team members' financial health.
• Challenge and Opportunity - A tight-knit, fun environment that encourages personal and professional growth.
Travel:
None
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Learn More:
Visit our website Toyota Auto Insurance Toyota Auto Insurance to learn more about our company culture and career opportunities.
Work Authorization:
Applicants must be authorized to work for any employer in the U.S. This position does not offer sponsorship or the transfer of sponsorship of employment Visa.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
An Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity
'EEOC is The Law' Information:
Candidates must already hold work eligibility for the United States.