Customer Service Representative - Personal Lines - Lakeland, FL

Heacock Classic, A program within NSM Insurance Group, is looking to grow their team of Customer Service Representatives in Lakeland, FL! This role would function in a high volume call center environment and would provide excellent customer service to our existing clients.

Role and Responsibilities

• Answer incoming service calls and emails in a high volume call center
• Quote rates, terms, features, benefits, and services of antique, collectible auto, and race car policies for existing clients
• Use analytical skills to understand complex policy/coverage details, paperwork and underwriting guidelines
• Contact client via phone to verify information and email policy paperwork in an efficient and timely manner
• Review and verify the required information, documents, photos and payment are complete prior to processing policy changes
• Maintain company underwriting and quality standards
• Develop relationship with existing customers to expand existing business
• Track telephone contacts and service progress through the use of internal company systems and software; Make appropriate follow up contacts as required
• Participate in conference calls and staff meetings to provide information about activities, challenges, and accomplishments
• Attains performance level standards as outlined in performance objectives

Qualifications and Education Requirements

• Current Property & Casualty License (220 or 20-44), or ability to obtain within 2 weeks of date of hire; Must maintain active license(s) during employment
• Possess exceptional and effective verbal/written communication skills
• Excellent customer service skills
• Proficiency using internet and Microsoft Office applications including Word and Excel
• Must have the ability to learn and use insurance industry software for quoting and CRM
• Professional demeanor
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Outstanding time management skills and ability to multi-task
• Ability to work both independently and in a team-oriented, collaborative environment
• Ability to use multi-line telephone equipment and understand soft phone capabilities for proper call queue management
• High School Diploma or equivalent

Preferred Skills

• Experience with call center or customer service environment (1-3 years)
• Associate or Bachelor degree