Job title:                       Service Representative 

Department:                 Customer Relations

Reports to:                   Department Supervisor

 

SUMMARY

Provide customer service support to Insureds, Agents, and related Businesses via telephone, live chat, e-mail, or mail correspondence. Rely on instructions and pre-established guidelines to perform the functions of the job.  Perform processing work as assigned when not providing customer service via phone or chat.  

 Tower Hill Service Representative 

• Ø Ability to pass training exam and live call monitoring review.
• Ø Ability to service at least one of the main contact center queues (Policy Inquiry, Claims, or Underwriting).
• Ø Able to discuss basic information on the policy Declarations Page.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle inbound/outbound phone and chat inquiries regarding policy changes, renewals, re-writes, billing information, cancellations, initial claim reporting, claims status, underwriting procedures, policy quoting, and the policy declarations page.
• Document summary of each contact via our system applications.
• Provide accurate information in a business-like and friendly manner with the goal of ensuring customer satisfaction.
• Strive for first-call resolution including providing options and alternatives to best assist the customer.
• Maintain knowledge of department reference documents.
• Work extended hours to meet demands during catastrophes as needed.
• Prepare faxes, e-mails, receipts, and other correspondence as requested.
• Conform to proper business etiquette and company guidelines with a positive attitude.
• Additional duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

 QUALIFICATIONS, SKILLS AND COMPETENCIES:

To perform this job successfully, an individual must be able to perform each essential duty and meet all performance standards. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Must have a High School diploma or equivalent GED. Requires 1-2 years of service background dealing with customers and/or call center experience. Work history in insurance services or related service industry background is a plus.  Having a 4-40 Florida Customer Service License is a plus.

 Computer Skills

Must have basic knowledge of Microsoft Office (Word and Excel) and successfully complete keyboarding test speed of 45 words per minute with 95% accuracy  Have basic knowledge of computer equipment.  .  Maintain a high level of accuracy and attention to detail.

 Language Skills

Excellent verbal and written communication skills including the ability to read and interpret documents, requests from customers, memos, and department guidelines which may be in the form of FAQ’s, written summaries, or spreadsheets. Ability to communicate effectively and efficiently with all customers and co-workers by telephone, e-mail, mail, live chat and in person.  Bi-lingual is a plus.

 Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. 

 Reasoning and Coping Ability

Ability to understand and apply instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several variables in standardized situations. Maintain composure and handle daily stress levels, complexity, volumes, and diversity of customers in a call center environment.  

 CERTIFICATES AND LICENSES:

Professional Insurance Designations are a plus.  Employees who wish to work in the Service Center division are required to obtain the Florida 4-40 Customer Service Representative license.

 PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee is regularly required to stand, walk, balance, sit for long periods of time, use hands to finger, handle, feel, reach with hands and arms, talk, and hear. Specific vision abilities required by this job include close, distance, peripheral and color vision, depth perception, and ability to adjust focus and work for long periods using computer screens.  Employee must be able to lift and/or move up to 25 pounds.

 WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with abilities to perform the essential functions. The noise level in the work environment is usually moderate.

 

OUR COMPANY

No matter the square footage, your home is your castle. At Tower Hill we’re in the business of protecting castles. We provide the insurance protection you need and the peace of mind you want.

Founded more than 40 years ago, today Tower Hill is Florida’s largest homeowners insurer. Our company is financially strong and solid. We’ve weathered every storm and natural disaster in the state since 1972, and helped our customers rebuild after each one.

Like you, we love Florida. We enjoy the sun when it’s shining, appreciate mild winters, watch out for lightning, and build hurricane kits every summer. And like you, our homes are our castles. Sometimes the unexpected happens — or even the unthinkable — and we understand what that feels like, too. That’s why our 400 employees are committed to being there when you need us all year long, not just during storm season.

Your home is where you and your family should feel safe and protected. You can be confident that if the unthinkable happens, Tower Hill will be there to help you rebuild. When your home truly feels like your castle again to you, we know we’ve succeeded as your insurance company. Although we have grown in size over the last four decades, we remain committed to the promises we made when our company was founded.