Job Summary :

The Customer Service Representative (CSR) is responsible for providing exceptional customer service to clients by handling inquiries, processing insurance policy changes, assisting with claims, and ensuring a positive customer experience.

The CSR serves as the primary point of contact for policyholders (Businesses) and plays a critical role in retaining and growing the agency’s client base.

Key Responsibilities :

Client Interaction :

• Respond to customer inquiries via phone, email, in a timely and professional manner.
• Address customer questions and concerns regarding insurance policies, coverage options, billing, and claims.
• Educate clients about policy features, benefits, and options to help them make informed decisions.

Policy Management :

• Assist clients with policy changes, renewals, cancellations, and endorsements.
• Process new insurance applications and ensure all required documentation is complete and accurate.
• Maintain detailed and accurate records of client interactions and transactions in the agency management system.

Claims Assistance :

• Guide clients through the claims process, ensuring they understand the steps involved and what information is needed.
• Liaise with insurance carriers to follow up on claims status and resolve any issues.

Administrative Duties :

• Perform general office tasks, such as filing, data entry, and maintaining organized records.
• Schedule appointments for policy reviews, consultations, and other client needs.
• Assist with marketing and promotional activities as needed.

Customer Retention :

• Proactively reach out to clients for policy reviews, renewals, and to discuss additional coverage options.
• Identify opportunities to cross-sell or upsell additional insurance products that meet clients’ needs.
• Participate in retention efforts to ensure client satisfaction and loyalty.

Qualifications : Experience :

Experience :

• Previous experience in customer service, preferably within the insurance industry.
• Familiarity with insurance products and services is a plus.
• Active OH Property & Casualty Insurance license.

Skills :

• Excellent communication skills, both verbal and written.
• Strong problem-solving and critical-thinking abilities.
• High level of organizational skills and attention to detail.
• Proficiency in using computer systems and software, including MS Office and insurance agency management systems.
• Ability to work effectively both independently and as part of a team.

Last updated : 2024-06-18