Customer Service Representative

Job Description

PURPOSE:

A Customer Service Representative performs higher level office support duties and provides specialized program support for the Sales Department. Customer Service Representatives work directly with the sales agents to provide service to clients' changing insurance needs by selling and servicing various policy types such as auto insurance, homeowner’s insurance, commercial insurance, life insurance, health, and disability insurance. Customer Service Representatives explain policies, guide customers in the selection process, and maintain each client’s insurance records. They identify client insurance needs, make recommendations, and bring clients to closure with establishment of identified insurance products for new and existing client relationships. Perfect opportunity to continue your insurance sales career or begin the journey into the industry.

DUTIES AND RESPONSIBILITIES:

Provide introductory information to new clients.

Determining the quickest most effective way to answer a client's questions.

Working directly with Sales agents to find appropriate care and solutions for clients.

Prospecting, generating new business, cross selling and customer service.

Help the long-term success of the agency by following the agency’s guidelines and operational processes.

Determine clients particular needs by quoting and explaining coverage options that meet their immediate and long-term goals.

Obtain underwriting approval by completing an application for coverage.

Complete coverage by delivering the policy; planning future follow-up visits and evaluations of needs.

Provide continuing service to customers by thoroughly completing service requests, customer policy reviews, and courtesy follow-up calls.

Process all quotes/insurance applications.

Promote all types of new insurance contracts or suggest additions/changes to existing ones.

Evaluate business or individual customers needs and propose protection plans that meet their criteria.

Work with clients to deliver risk management strategies that fit their risk

Monitor insurance claims to ensure mutual satisfaction

Constantly update job knowledge and learn about new products and services

Fulfill all policy requirements

Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification.

Use a customer-focused, needs-based review process to educate customers about insurance options.

JOB QUALIFICATIONS:

Must have or be willing to acquire 4-40 Florida Customer Representative License.

Ability to answer a high volume of calls and/or emails daily.

Ability to collaborate with and share workload with the sales team.

Technical and critical problem solving skills.

Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive.

Ability to project energy and motivate others.

Aggressive pursuit of business and personal advancement.

This position requires a person who must be able to work under stress and deal with the public effectively in a professional manner.

2-3 years of relevant experience in an office environment.

Able to type minimum 35 words per minute (minimum).

Results driven, persistent - able to self-direct and work independently showing initiative, while seeking guidance when appropriate.

Comfortable multitasking, organizing, and prioritizing tasks without guidance.

Time management expertise to ensure tasks are completed in a timely manner throughout the day.

Proficient technology usage skills.

Honest and ethical team player.

Sense of urgency with the ability to multitask under pressure

Excellent communication skills, both written and verbal

Strong attendance history of punctuality.

High School diploma or General Education Degree (GED) required.

Ability to pay close attention to detail and be flexible in a fast-paced and growing organization.

*Eligible to receive additional income through added bonus incentives*