Customer Service Rep - Licensed - Full Time

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Posted: 10/20/2021

Objective The Customer Service Representative provides an excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the agency owner with attaining agency service goals. Customer Service • Provides personalized, professional customer service experiences through building trust and developing strong customer relationships • Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures • Drives customer satisfaction by following the American Star best practices: Personal Insurance Review, rate revision notification and claims process • Processes changes to existing accounts and policies • Serves as a liaison on behalf of the customer between the agency and various business partners • Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed. Agency Operations • Schedules appointments with existing or prospective customers for agency employees • Performs daily administrative functions to assist the agency owner, office manager or sales unit manager • Assists with set up and execution of agency events • Assist with cash handling and banking activities Insurance Sales • Participates in reviews of existing coverages and may advise customers regarding policy options • Estimates and quotes policy premiums complying with underwriting guidelines • Identifies cross-selling opportunities during customer interactions and takes appropriate action • Contacts appropriate business partners for guidance when needed Education/Licenses/Designations • Required by state statutes to have proper insurance licensing to sell, solicit or negotiate insurance products. This position must have at least one qualifying line of authority: Property; Casualty; or Life; • Valid driver’s license required Role Requirements • Demonstrated customer service experience • Effective communication skills • Experienced with PC software applications (Microsoft Office Suites, Internet Explorer) • Solid knowledge and understanding of basic mathematical skills Working Conditions • This position may require the ability to work a schedule that includes evenings, nights and/or weekends • General office setting • Off site Event management and staffing • Work from home if needed • Some late hours and off hours weekends Note: The information contained in this role profile is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all accountabilities, activities, skills and knowledge needed to perform in this role. Please note that functions and work schedules are reviewed periodically and are subject to change based upon business need