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Customer Service Representative - 2nd Shift

SalesGrove Winston-Salem, NC
  • $15.00 Hourly
  • Full Time
  • Health Insurance, Dental Insurance, Vision Insurance, 401K / Retirement, Ask Us!, Employee Discounts
  • Employer Very Unlikely to Respond

Customer Service Representatives are Problem Solvers who provide WOW experiences on every call. You’re supported with industry-leading paid training, Full Benefits that include: Health, Vision, and Dental. With 18 Days PTO and a company-matched 401k, you have current work-life balance and a foundation for the future.

Continue your personal and professional journey with exemplary career pathing. You are taken from a Policy Operations Specialist and grows into SR. Policy Operations Specialist, Team Lead, Supervisor, HR, and More.

Primary Purpose:

The Customer Service Representative is responsible for customer service inquiries received from internal and external customers along with maintaining and growing a relationship between policyholders and independent agents.

Essential Duties and Responsibilities:

The following is a summary of the essential functions of this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Take ownership of any inquiry, issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines the appropriate course of action
  • Answers inbound calls and fields questions pertaining to an existing insurance policy and determine the appropriate course of action
  • The initial point of contact after the sale of the policy includes but is not limited to recognizing exposure and asking the appropriate, probing questions
  • Document specific details of call interaction, processing endorsements and Department of Motor Vehicle filings, answering billing questions and taking payments, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities
  • Answer policy level requests for Health such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts, and refunds (Health)
  • Answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
  • Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
  • Provide superior service by delivering a WOW experience for both independent agents and customers
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Communicate effectively through oral and written communication
  • Consider process improvements on a continuous basis and shares opportunities with Leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction, and quality
  • You must be able to work a 40-hour weekly schedule Monday through Friday from 8:00 am-8:00 pm.
  • Rotational Saturday, every 3rd Saturday work an 8-hour shift between 9:00 am-7:00 pm

Minimum Skills and Competencies:

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.

  • High school diploma or general education degree (GED)
  • Must possess effective verbal and written communication skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Must possess the ability to type while speaking to customers
  • Ability to work independently as well as in a team environment
  • Ability to successfully complete HIPPA certification annually (Health)
  • Must be customer-oriented and able to effectively troubleshoot and resolve customer questions and concerns
  • Ability to adapt to new situations and learn quickly
  • High level of flexibility in a constantly changing
  • Ability to multi-task and manage several systems on a daily basis
  • Ability to make decisions quickly by balancing company guidelines and customer needs
  • A high degree of dependability, motivation, and flexibility

Desired Skills:

  • Associates or Bachelor’s degree; fields of study may include: communications; business administration; management or a related field
  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products
  • Active Property & Casualty License
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