Job: Customer Service Representative

SUMMARY
Interviews customers and documents interview information into computer system, log sheet or file for customer service by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•Talk with customers by phone and receive orders for renewing, reinstating, discontinuing or changing policies.
•Answer questions from customers regarding billing, rate changes, and policy changes.
•Documents each call/inquiry from the customer on the: computer, file and/or phone log sheet.
•Advise customers of policy options using insurance, state and/or company guidelines and regulations.
•Process incoming customer correspondence, including certain endorsements.
•Forward endorsements and payments received to the appropriate personnel for processing.
•Improve retention rate by providing excellent customer service and encouraging customers to continue making payments.
•Correct complaints concerning billing or service rendered, and inform a supervisor or other department(s) when appropriate.
•Ability to handle stressful calls from demanding customers while maintaining professionalism and superior customer service.
•Act as primary contact to insurance producers and policyholders and maintain the reputation of the general agency in all matters.
•Maintain organized files.
•Answer 14 calls per hour.
•Works with peers and other department personnel to obtain solutions to inquires.
•Understand and apply rate guides for several companies.
•Maintain an average required production per task (located on production sheet).
•Ability to work shifts from 7am-6pm.
•Mandatory overtime as required.
•Other duties as assigned by supervisory personnel.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Education and/or Experience:
One- year certificate from college or technical school; or two years related experience and/or training; or equivalent combination of education and experience.

Knowledge of insurance regulations, underwriting procedures, and state laws. Excellent attention to detail, oral and written communication skills. Ability to problem solve and work with computers. Ability to work in a team environment and under extreme pressure from challenging customers.

Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Bilingual English/Spanish highly desireable.

Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to make decisions quickly.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls: reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.