Customer Service Representative

General Description:
The Customer Service Specialist is primarily responsible for promoting/selling insurance products directly to individual clients. Analyzes long-term insurance needs of individual clients and provides optimal solutions in order to drive sales. The incumbent is located in a call center and is responsible for handling inbound calls from potential customers. In addition, this role is responsible for assisting in processing policy level transactions (example: cancellations) as instructed and within level of authority, as well as providing instruction and support to team members for these transactions to maintain a high quality level of customer service.

Essential Duties and Responsibilities:

• Calculates and provides property insurance quotes to clients over the phone.
• Makes outbound calls and follows up with customers who have expressed interest in various property products.
• Responds to inquiries, problem solving and administrative support/services to existing/prospective customers, act as the first point of customer contact.
• Assists in training, mentoring and support of CSRs as needed to support overall sales and service level objectives.
• Maintains phone quality metrics for sales and customer service for consumers, agents and internal company personnel.
• Assists in the processing policy level transactions (example: cancellations) as instructed and within level of authority.
• Reports discrepancies in procedures and policy details to management, as necessary.
• Reads, analyzes sand interprets procedures and documents. Solves practical problems and deals with a variety of concrete variables.
• Interprets a variety of instructions furnished in written, oral, or diagram form.
• Performs other duties as required.

Supplementary Information:
This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not to be interpreted as an inventory of all the duties, tasks, responsibilities and qualifications required for the employees assigned to this job.

Education/Skills /Experience:

• High school diploma or equivalent required and a minimum of two (2) years of related service center or agency experience. Some college or post-secondary training in business operations or insurance is strongly preferred.
• Experience using Microsoft office products.
• Must have the ability to keyboard enter at a speed of not less than 50 WPM.
• Must have full operational knowledge of systems and work queues.
• Must be detail-oriented and possess good interpersonal and problem-solving skills.
• Must be flexible and able to adapt in a changing business environment with minimum supervision.
• Must be willing to work flexible schedules to support multiple time zones.
• Must possess strong communication, organizational and teamwork skills.
• Must maintain confidentiality at all times.

Licenses and / or Certifications:

• Customer Service or Agent license required (depending on location). Insurance classes through AICPCU are preferred.