Job description
Small family owned and operated independent insurance agency seeking a customer-oriented customer service representative. In this role you will create an exceptional customer experience by handling inbound customer service calls and contribute to an exceptional customer experience. As a customer service representative (CSR), you will provide product information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to the best customer care specialists, they are confident at troubleshooting and investigate if they don’t have enough information. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
Responsibilities
Manage a large volume of incoming calls
Identify and assess customers’ needs to achieve satisfaction
Generate sales leads from new and existing customers
Build sustainable relationships and trust with customer accounts through open and interactive communication
Process changes to customer policies based on the information provided
Keep records of customer interactions, process customer accounts and file documents
Answer customer inquiries on coverages, limits and deductibles and review customer policies, discuss options and update customer policy records
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Go the extra mile to engage customers
Skills
Must have at least 2 years proven customer support experience.
Customer support experience within the insurance industry a MAJOR plus!
Independent agency experience preferred but not required
Possess excellent oral, written, and interpersonal communication skills
The capacity to multitask in a structured work environment
Strong phone contact handling skills and active listening
Familiarity with EZLYNX CRM a MAJOR plus, but not required
Experience with Microsoft Excel and Word is mandatory
Active listening, compassion and displaying empathy for the customer
Excellent communication and presentation skills
Ability to multitask, prioritize, and manage time effectively
Bilingual (Spanish) preferred but not required
High school degree
Property & Casualty Insurance License - Preferred but not required
Schedule
The CSR position is currently classified as salaried, non-exempt. Our typical work hours are 8:30am to 4:00pm, Monday - Friday. However, some additional hours could be necessary to meet business needs.
Compensation & Benefits
$18.00 - $24.00 per hour depending on experience to start, paid bi-weekly
Opportunity for bonus based on performance
Paid time off - Full-time employees are eligible for 10 paid vacation days (following a 180 day waiting period) during the 1st through 3rd years of employment and 20 paid vacation days in the 4th - 8th years of employment (with no more than 10 days taken consecutively in a given year).
Medical and dental insurance
11 paid holidays each year
The candidate offered this position will be required to submit to a background investigation as well as a drug screening, subject to applicable laws.
Job Type: Full-time
Pay: $18.00 - $24.00 per hour
Expected hours: 40 per week
Benefits
Health insurance
Dental insurance
Paid time off
11 Paid holidays
Education:
High school or equivalent (Required)
Work Location: In person
