Customer Service Representative

This position is the primary contact for external and internal State Auto customers for initial inquiries and problems through a multitude of communication channels as identified by skills-based routing software. The ability to utilize independent decision-making skills, within the context of company guidelines and procedures, is required. The individual may seek assistance and guidance from a number of resources, including Customer Service Representative Senior, training team, and management.

Key Responsibilities:

• Utilize various State Auto and third-party systems to respond to incoming telephone customer inquiries and resolve any related issues. 
• Provide follow up resolution to customers via outgoing calls and correspondence templates.
• Process policy corrections according to company guidelines.
• Authorize write-offs of various fees and charges according to company guidelines and procedures.
• Meet Team Service Level Agreements. ​

​Minimum Experience/Education:

• Associate’s degree or equivalent work experience preferred.
• A minimum of 2 years of previous call center, customer service or insurance work experience required.

Communication and Collaboration Skills:

Oral: The Customer Service Representative must have solid verbal and interpersonal skills, which should be demonstrated in accurate and professional responses to inquiries received. The associate must utilize active listening skills in order to comprehend and respond in a clear, concise manner.

Written: The Customer Service Representative must have accurate and professional written communication skills. These skills should be demonstrated in clear, concise, and grammatically correct correspondence to internal and external customers.

Technical Knowledge:

The Customer Service Representative must possess accurate knowledge of basic internet functions, as well as Microsoft Office and Google applications. The ability to learn and function on additional platforms is required.

Problem Solving:

​The Customer Service Representative must be able to quickly and accurately discern what is being communicated to them from the customer. They must then promptly identify possible solutions using analytical and problem-solving skills based on the inquiries routed to them while being observant of current Department Service Level Agreements.

​State Auto offers a competitive salary, an annual bonus program, an excellent benefits program including medical, dental, vision and prescription insurance coverage, life insurance, matching 401(k) plan, flexible spending accounts, tuition assistance, and a stock purchase plan.

About us:

State Auto is committed to the principle of equal employment opportunity for all associates and applicants and to providing associates with a work environment that is free from discrimination and harassment.

All employment decisions (hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and work assignments) are based on business needs, job requirements and individual qualifications without regard to race, color, religion, gender, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, citizenship status, military status, or status as a covered veteran in accordance with applicable federal, state and local laws. State Auto will not tolerate discrimination or harassment based on any of these characteristics.

State Auto is a smoke-free work environment. We utilize drug screening and background checks as conditions of employment. For all exempt positions, we also obtain motor vehicle reports (MVR s).

State Auto will not accept candidates from third-party recruiters without a signed agreement with State Auto.