Provide a range of customer service and support to agents and carriers over the phone, through email or chat to service new existing accounts in a high call volume environment
Answer incoming phone calls with a positive and service-oriented attitude
Deliver a high level of customer satisfaction with the goal of creating an exceptional experience.
Maintain a continual working knowledge of our client’s products, services, and promotions
Delivers service utilizing prescribed standards to supply accurate information to callers and resolve their issues
Research, resolve and communicates information back to the customer in a clear and educated manner
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Complete a variety of forms and documents based on guidelines
Document all customer information, communications, and sales in CRM system
Review and process applications, binders and other documents required for policy issuance
Process policy endorsements, additional insureds, inspection changes and other requested policy changes
Organize policy files for proper documentation management
Work collaboratively with other team members and across departments to ensure accurate and timely completion of tasks
Other responsibilities as assigned

High school graduate or equivalent education.
1+ years of customer service experience.
Excellent written and verbal communication skills with the ability to receive and make calls with confidence.
Strong organizational and desk management skills.
Ability to be a team player collaborating with customers and others within the organization.
Detail oriented to complete tasks accurately.
Strong work ethic and time management skills.
Working knowledge of Microsoft Office, web-based programs, and comfortable learning new software.

Customer Service Representative

Key skills