Foundation Risk Partners, one of the fastest growing insurance brokerage and consulting firm in the US, is adding a Surety Customer Service Representative to their team in Totowa, NJ. 

Customer service representatives answer questions and resolve problems for the organizations customers. When a customer calls and has an issue that needs to be handled, a representative will open the customer’s file in the company’s computer system and resolve the issue or request. Representatives use this information to solve problems and may also make changes to customer accounts, such as to update an address on file or cancel an order.

Customer service representatives also have access to responses for the most commonly asked questions and to specific guidelines for dealing with requests or complaints. In the event that the representative does not know the answer to a question or is unable to solve a specific problem, the account executive or should be contacted immediately.

Customer service representatives typically do the following:

• Listen and respond to customers’ needs and concerns
• Provide information about products and services
• Take orders, determine charges, and oversee billing or payments
• Review or make changes to customer accounts
• Handle returns or complaints
• Record details of customer contacts and actions taken
• Research answers or solutions as needed
• Refer customers to supervisors, managers, or others who can help

Customer service representatives need strong listening and speaking skills to clearly and accurately respond to customer inquiries and concerns. They must listen carefully to customers to understand their needs and concerns in order to be able to resolve the call as efficiently and effectively as possible.

Workers who interact with customers by email, live chat, or other non-voice contact channels must write well, using correct grammar, spelling, and punctuation. They must respond to questions and complaints in a friendly and professional manner.

Customer service representatives interact with many different people. Creating and maintaining positive relationships is an essential part of a customer service representative’s job. Workers must be patient and polite, especially when dealing with difficult or angry customers. When addressing customer issues, customer service representatives need to analyze situations, investigate problems, and determine solutions.