Customer Service Representative I

Customer Service Representative I

Requirements

• Ability to handle a high volume of inquiries in a positive and professional manner
• Knowledge of insurance industry terminology, policy, and procedures
• High work ethic, punctual and dependable, with a history of good attendance
• Proven successful customer support experience
• Track record of achieving targets and goals
• Excellent verbal and written communication skills
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task (specifically while talking with customers and resolving their inquiries)
• Proficient in navigating Windows based computers and using multiple software applications across two monitors
• High school diploma or equivalent
• Flexibility to work varying hours between the hours of 10 AM to 10 PM EDT Mon-Fri, and occasional overtime on Saturdays from 10 AM to 3 PM

Responsibilities

• Manage a high volume of incoming calls, chats and emails from policyholders, agents, and producers
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team customer service targets and performance measures
• Answer questions about underwriting concerns related to home inspections and select property and liability hazards
• Handle product eligibility and underwriting inquiries from producers
• Process policy changes, including endorsements, cancellations, customer name changes and mailing address changes
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions and file documents
• Follow communication procedures, guidelines and policies

Preferred Qualifications

• Associates Degree
• Experience working in Homeowners Insurance
• Property & Casualty Insurance License is a plus but is not required
• Spanish speaking